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Blair Corporation

Additional Locations

Phone: (800) 458-6057 Fax: (814) 726-6097 View Additional Phone Numbers 220 Hickory St, Warren, PA 16366 http://www.blair.com View Additional Web Addresses


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

Description

Orchard Brands is a multi-channel marketer of apparel and home products to consumers through the direct channels of catalog, Internet and retail. Orchard Brands’s collection of companies includes Appleseed's, Bedford Fair, Blair, Draper's & Damon's, Gold Violin, Haband, LinenSource, Norm Thompson, Old Pueblo Traders, Sahalie, Solutions, Tog Shop, Willow Ridge and WinterSilks.


BBB Accreditation

A BBB Accredited Business since

BBB has determined that Blair Corporation meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for Blair Corporation include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 224 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

224 complaints closed with BBB in last 3 years | 74 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 31
Billing/Collection Issues 72
Delivery Issues 15
Guarantee/Warranty Issues 0
Problems with Product/Service 106
Total Closed Complaints 224

Additional Complaint Information

The BBB has received reports of customer dissatisfaction during the last three-year reporting period. Complaints on file with the BBB range from delays in receiving merchandise to problems with crediting accounts when the merchandise was returned. The company has responded to all complaints by either re-shipping the merchandise or crediting the customer’s account.

Customer Reviews Summary Read customer reviews

3 Customer Reviews on Blair Corporation
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 3
Total Customer Reviews 3

Additional Information

BBB file opened: October 01, 1972 Business started: 01/01/1910
Type of Entity

Limited Liability Company (LLC)

Business Management
Ms. Cathy Burnette, Customer Service Director Mr. Mike DelPrince, V.P. of Finance Ms. Cindy Dziendziel, Vice President Mr. Al Lopez, C.E.O. Ms. Kassy McComis, Billing Ms. Sandy Mineweaser, Customer Service Director Ms. Theresa Ruby, Vice President
Contact Information
Customer Contact: Ms. Cathy Burnette, Customer Service Director
Business Category

MAIL ORDER & CATALOG SHOPPING MENS CLOTHING & FURNISHINGS-RETAIL WOMENS APPAREL-RETAIL CLOTHING-RETAIL

Alternate Business Names
Appleseed's Bedford Fair Coward Shoes Gold Violin Gold Violin, Inc. Linen Source Norm Thompson Orchard Brands Inc Sahalie Solutions Tog Shop WinterSilks
Additional Information

Blair Corp has established its own bank to provide credit to customers. JLB Service Bank will provide unsecured credit cards to customers for shopping at Blair only.


Additional Locations

  • 100 Murray Dr

    Warren, PA 16368

  • 1000 Murray Drive

    Warren, PA 16368

  • THIS LOCATION IS NOT BBB ACCREDITED

    11711 Marco Beach Dr

    Jacksonville, FL 32224

  • 1911 Leesburg Rd.

    Grove City, PA 16368 (800) 458-6057

  • 220 Hickory St

    Warren, PA 16366 (800) 458-6057

  • 220 Hickory St

    Warren, PA 16366

  • 220 Hickory St

    Warren, PA 16366

  • THIS LOCATION IS NOT BBB ACCREDITED

    71 Dodge St

    Beverly, MA 01915

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 198

    Jessup, PA 18434

  • RD#2 Box 803

    ALTOONA, PA 16601 (814) 941-4949

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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 Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative 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

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

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.

Complaint Detail(s)

8/25/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Ten (10) orders for clothing were placed from 07/25/14 through 10/10/14 totaling $825.21. Assorted items from five (5) of those orders were returned (never having been worn and in their original bags) on 03/09/2015 totaling $322.25 (not counting my *** ground shipping charge). I requested a refund since I will not be in need of further clothing items for quite a while. Instead they sent me five (5) "Merchandise Credit Certificates" totaling $322.25. I have complained to them repeated and also filed a complaint with my **** card company, as I had expected to see a credit or credits posted to the **** card which was used to pay through ******* The first four (4) "Merchandise Credit Certificates" that I received only totaled $294.98 which was $27.27 short. I was told that the $27.27 had been credited back to my ****** account, however it never showed up and ****** had no record of it. It was only after I filed the complaint with my **** card company that I finally received the fifth (5th) "Merchandise Credit Certificate". Blair was paid right away, and then my **** card statements were paid off as they arrived, and yet it would seem that Blair expects me to sit on five (5) pieces of paper "Merchandise Credit Certificates" for years to come, as I have no idea when or if I will ever need to order more clothing. You may need to know that my email address at the time of the orders was ****************** and only recently did I change my Internet Service Provider, so my email is different now than when I placed the orders. It is now **********************

Desired Settlement: Refund of $322.25 by check or credited back to my ****** account.

Business Response: August 24, 2015


ID ********, ****** ********* 

Thank you for sending us the complaint you received from ****** *********.


The five merchandise credits totaling $322.25 have been voided, and a refund check for $322.25 is being processed. She should receive the check in five to eight business days.
 

Your assistance in this matter is appreciated, and we feel confident this will resolve the matter to Ms. *********’s satisfaction.


Sincerely,


Becky ** ******
Customer Care Specialist
Office of the President

Consumer Response: I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Regards,

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

8/24/2015 Problems with Product/Service
8/7/2015 Problems with Product/Service
8/5/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I borrowed a catalog from someone else to order one single item form **********, one of the catalogs that fall under the Blair umbrella. I made it clear that I did not want to be put on their mailing list at that time. When I received the item it was completely unacceptable in every way so I sent it back and again reiterated that I did not want to receive any future catalogs. They did process the refund, but now I get catalogs every day not only from ********** but form ALL the related catalogs under the Blair umbrella. I have told them repeatedly to take me off their mailing lists but they refuse to do so. They always claim they are going to but they never do.

Desired Settlement: I want to stop receiving any catalogs.

Business Response: Thank you for contacting **********s and allowing us the opportunity to respond to Ms. ****'s complaint. We have removed her from **********s mailing list and all of our sister companies. Since our mailings are prepared in advance to be sent to our customers, it will take a few months for the mailings to completely stop. If Ms. ****'s name is received from a mailing list we purchased, she will need to contact us with the customer number showing on the catalog to have that account also removed from the mailing list. 

We appreciate Ms. ****'s understanding and patience in the matter and also your office. We hope this will resolve the matter to both Ms. **** and your office regarding the matter. 

Please accept our apology for any inconvenience caused.

If we can be of further assistance, please don't hesitate to contact us.


Sincerely, 

**** ******* 
Customer Service Specialist

Consumer Response: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Regards,

***** ****

8/4/2015 Problems with Product/Service
7/29/2015 Delivery Issues
7/27/2015 Advertising/Sales Issues
7/16/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: On 5/16/2015, I placed an on-line order for a pair of sandals, from *******. The total cost of these sandals was $113.00. I paid with my crdit card. My customer order number is #********. When I received no E-mail confirmation from ******* (which is supposed to occur the same day a customer places an on-line order), I contacted ******* to get the status of my order, on 5/22/2015. At that time, I was infomed that my order had been shipped-out on 5/19/2015 and ******* had actually delivered it to me on 5/20/2015. I questioned the accuracy of the Service Representative's information, because how can any package arrive at ******* **. the next day, when ********* **** is such a far distance. I was told that, sometimes, it just "happens" that way (What?!). Due to my lack-of-success being able to talk to a "human voice", I E-Mailed ******* on 5/27/2015 and, again, on 5/28/2015, to inquire when I can expect my purchased item. ******* has not responded to my E-Mails. I hope you can assist me.

Desired Settlement: Since, by now, it is obvious that ****** has every intentions of "scamming" me out of $113.00, I am requesting a $113.00 refund. ******* can rest-assure I will never purchase anything from them ever again. Too, I will warn my sisters and friends to shop elsewhere also. In my opinion, $113.00 is too much money to be robbed of!Thanking BBB For Their Attention******* *****

Business Response: July 15, 2015

ID ********* ****** *****

Thank you for sending us the complaint you received from ****** *****.
 
We attached a copy of the tracking information showing that the sandals were shipped from our warehouse in ******* ** on 05/19/15 and delivered in ********** ** (same zip code as ******) on 05/20/15. 

If Ms. ***** did not receive the sandals, we sincerely apologize that this was not taken care of before now. Credits totaling $113.99 were issued on 07/15/15 for the cost of the sandals (99.00) and the shipping charges (14.99). The funds should be back in her account in 2 to 3 business days.

Your assistance in helping us to resolve this matter for Ms. ***** is appreciated.

Sincerely,

***** ** ******
Customer Care Specialist
Office of the President

Consumer Response: I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Regards,

****** *****

7/6/2015 Problems with Product/Service
7/2/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I am in what they call Blair Rewards and I never approved this transaction. They charge my credit card $14.95 a month without my knowledge or approval. I did not join this so called reward's program and I never authorized them to take this amount from my credit card. I just noticed it on my statement but it has been going on for quite a while and I missed it.

Desired Settlement: I would like all of the charges of $14.95 as far back as they go refunded for I never authorized any of this. They have records of how long these charges were illegally taken and I want a refund.

Business Response:

July 1, 2015

ID ******** ****** ** *************

Thank you for forwarding the above referenced complaint.

On June 30th we called *** ************* to explain that after **** **** ************* made
her June 17, 2012 purchase on our website, she was presented with an opportunity to save $15
off her next Blair purchase, simply for trying a membership in our Blair Rewards program. 
There was no obligation to accept this membership offer and her Blair purchase was not
contingent upon accepting the offer.

To enroll in the program, **** ************* was first required to affirmatively click on the offer
(which she did) and she was then taken to a web page that clearly and conspicuously disclosed
the terms, benefits, and costs of the Blair Rewards program. By affirmatively entering her e-mail
address, zip code and clicking the “Join” button, she activated a membership in the Blair
Rewards program. Had she skipped any one of these steps, no membership would have been
established.

We know that many of our customers derive benefit from our membership programs and
continue to do so.  Of course, as with any product, customers can become dissatisfied, and in
those cases our goal is to try to accommodate the customer when possible in order to preserve a
quality experience with our company. 

Per *** *************’s request and consistent with the terms and conditions of the Blair
Rewards program, we canceled **** *************’s membership on June 30, 2015 and issued
eleven credits of $14.95 each (11 x $14.95 = $164.45) to her credit card and twenty-four credits
of $14.95 each plus one credit of $1.95 (24 x $14.95 + $1.95 = $360.75) via refund checks.
**** ************* has been fully refunded in the amount of $525.20.

As always, it is a privilege assisting our customer in the resolution of his complaint.

Sincerely,



***** ****
Compliance Coordinator



Cc: Mr. ****** ** *************       

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Regards,

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

6/25/2015 Advertising/Sales Issues
6/25/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: In December of 2014 I made an on-line purchase from Blair. What I thought was a coupon offer for the Christmas season ended up costing me $91.81. The lady that manages my money thought I had opened an account without telling her. She brought it to my attention on 06/03/2015, I assured her I had not opened an account with Blair. After some investigation we found out that I had been enrolled in VIP Plus program without my knowledge, and my checking account was being debited $14.95 a month. This was debited from my account from 01/02/2015 -06/02/2015. I telephoned the company and was basically told that they will cancel my membership, but not return my money. I did not knowingly sign up for this program. I wouldn’t have a need for such a program as my average purchase from Blair is $70 a year. I don’t know how they got me into this program, but I know it was not straight forward. I feel like I have been scammed by a company I thought I could trust.

Desired Settlement: Refund of $91.81.

Business Response: June 9, 2015

ID ******** ******** ** *********
Thank you for forwarding the above referenced complaint.

We have been in contact with Ms. ********* and explained that after placing her
December 1, 2014 order, she was presented with an opportunity to accept a
membership in Blair VIP Plus for a full 30 days for only $1.99. This offer
included receiving, in the form of a gift code number, $15 off her next Blair
purchase. She was not obligated to accept the membership offer and her Blair
purchase was not contingent upon accepting the offer.


To enroll in the program, Ms. ********* was first required to affirmatively click
on the offer (which she did) and she was then taken to a web page that clearly
and conspicuously disclosed the terms, benefits, and costs of the Blair VIP
Plus program. By affirmatively entering her e-mail address, zip code and
clicking the “Join” button, she activated a membership in the Blair VIP Plus
program. Had she skipped any one of these steps, no membership would have been
established.


We know that many of our customers derive benefit from our membership programs and continue to do
so. Of course, as with any product, customers can become dissatisfied, and in those cases our goal is to try
to accommodate the customer where possible in order to preserve a quality experience with our company.
As a result, credits were processed representing the remaining unrefunded balance charged to the
customer’s credit card for the membership.

 

Per Ms. *********’s request and consistent with the terms and conditions of the Blair VIP Plus program,
we canceled her membership on June 4, 2015. On June 4, 2015 one credit of $14.97 was issued to her
credit card and on June 8, 2015 five credits of $14.97 each plus one credit of $1.99 (5 x $14.97 + $1.99 = $76.84)
were issued to her credit card. Ms. ********* has been full refunded in the amount of $91.81.

As always, it is a privilege assisting our customer in the resolution of her complaint.


Sincerely,

***** ****
Compliance Coordinator

 
Cc: Ms. Berneita *********                                                            

6/25/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: They delivery sent me a pair of boots that the nails were driven in on the inside of the boots and the ball of the foot area had been ruffled up with a grinder It took about a week it was like walking on nails it was known I was Going on a business trip trying to Get order flown thrua manufacturer company I own had to walk on those nails for 3 or 4 days causing damage to my feetThat taking weeks to heal,I sure this was done intentional, because I'm a black ownet.In the past I brought these exact shoes or boots so many times I would not even gatter to take guest but never a problem with the ball done the way it was it was obviously it was intentional.

Desired Settlement: A new pair of boots' done right, BootsJ. Leather boots size 12 EEBlack 001$74.99

Business Response: June 8, 2015

ID ********* ****** *********
 
Thank you for sending us the complaint you received from ****** **********

We were able to reach him by telephone to apologize, and we offered to credit his ********** for the full amount of the boots. He accepted, and a credit of $69.23 was issued on 06/05/15. He was pleased with the resolution.

Your assistance in this matter is appreciated.

Sincerely,
***** ** ******
Customer Care Specialist
Office of the President

 

6/2/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We purchased a Cardigan sweater in December 2014 for a Christmas present for my mother. We used our ********** to pay for it. After several washings the sweater started to come apart and it was the wrong size so my wife contacted Blair. The Customer Service Representative said they would send my wife paperwork to return the sweater for an even exchange. We received the paperwork and returned the original sweater. They received the original sweater back and gave us a credit of $35.99. The new sweater was shipped and we have received it on 16 May 2015. On Wednesday, 12 May 2015, we realized that our ********** had been charged $35.99 so my wife called Blair and asked why the charge and why it wasn’t an even exchange. She was told that because it was the same item but different size they had to charge us but we should be receiving a credit for the same amount. She pushed to find out when we would see the credit on our ********** and she was told it could take one billing cycle. Today, we received a Merchandise Credit Certificate for $35.99. My wife immediately called Blair and said we were expecting a credit on our ********** not a Merchandise Credit Certificate. The Customer Service Representative told her that the credit was a Merchandise Credit Certificate because the item was purchased over 90 days ago. It had already been 90 days when we started this return process and Blair never said anything about that. At no time did Blair ever say that it was anything other than an even exchange. Nor did we authorize Blair to charge our ********** again. We feel that it was an even exchange and Blair should have accepted it as an even exchange.

Desired Settlement: Accept it as an even exchange and recent the charge they made on our ********** on 9 May 2015.

Business Response: May 18, 2015
    
 

Dear Ms. ****,                                                                     

Thank you for forwarding us the complaint from ***** ********.

Our return policy states, Satisfaction Guaranteed! There are no time limits on returns at Blair. If you're not 100% pleased with your
purchase, we'll gladly provide an exchange or refund your purchase price (excluding discounts, and shipping and handling charges) for items returned in
their original condition within 90 days after you receive them. Refunds will be made in your original form of payment. For products returned in original
condition after 90 days of your receipt, you will receive a merchandise credit certificate equal to your original purchase price (excluding discounts, and
shipping and handling charges) which will be good towards a future purchase at Blair.

We have at this time deactivated the merchandise credit Mr. ******** received. We have also issued a credit to his credit card for $35.99. This credit will appear on
one of his next billing statements.

Your assistance in helping resolve this matter is appreciated.

Sincerely,

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

Customer Service Specialist

Office of the President

6/1/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I got a catalog “Gold Violin” and I Wanted to order 4 things and there were discounts that I didn’t know how to figure out so I called and the guy said I can open a charge acct for you and I gave him all the info on me and they send me the products (2 are broken) and when I got the bill I paid it in full. The on 5/7/15 I get a bill for $14.99. I called them and they said that would be the monthly charge to have the CC. I said no one told me & cancel the CC immediately.

Desired Settlement: I am notifying you because I don’t want to hear from them ever or get another bill

Business Response: May 29, 2015

ID ******** ***** *********

Thank you for forwarding the above referenced complaint.

On May 29th we called Ms. ********* to explain that after she placed her March 13, 2015 order,
she was presented with an opportunity to accept a membership in Gold Violin VIP Plus for a full
30 days for only $1.99. This offer included receiving, in the form of a gift code number, $15 off
her next Gold Violin purchase. She was not obligated to accept the membership offer and her
Gold Violin purchase was not contingent upon accepting the offer.
 
The representative taking Ms. *********’s order was required to inform her of the program terms
before asking if she would like to accept it.  Any customer who is interested in the offer is asked
to enter the last four digits of their telephone number on their telephone key pad to confirm their
acceptance. It is explained to the customer that after the first 30 days, the membership will
automatically continue for a membership fee of $14.97 per month, billed by us as Gold Violin
VIP Plus to the same credit card, unless they asked to be canceled from the program. 
Cancellation may be made at any time with no further obligation. 

We know that many of our customers derive benefits from our membership programs and
continue to do so. Of course, as with any product, customers can become dissatisfied, and in those
cases our goal is to try to accommodate the customer when possible in order to preserve a quality
experience with our company.
 
Per Ms. *********’s request and consistent with the terms and conditions of the Gold Violin VIP
Plus program, we canceled her membership on May 9, 2015 and issued one credit of $14.97 plus
one credit of $1.99 ($14.97 + $1.99 = $16.96) to her Gold Violin credit card. Ms. ********* was
fully refunded in the amount of $16.96.
 
In our conversation with Ms. *********, it was determined that only one item was broken instead
of two as mentioned in her complaint. An adjustment of $20.30 was issued to her Gold Violin
credit card for the broken beaded neck wallet.
 
Ms. *********’s request to have her name and address removed from our catalog mailing and
rental lists has been processed. Please be aware she may receive one or two more catalogs as they
are printed in advance.
 
Finally, it was explained to Ms. ********* that the Gold Violin VIP Plus program is not affiliated
with the **** ****** credit card. In fact, the **** ****** credit card is administered by a third
party bank, unlike the Gold Violin VIP plus membership program. If Ms. ********* has
questions concerning her **** ****** credit card she can contact them at ###-###-#### or write
to them at:
 
******** **** * **** ******
** *** ****** ********* ** **********

As always, it is a privilege assisting our customer in the resolution on her complaint.
 
Sincerely,

***** ****
Compliance Coordinator

 

 

Consumer Response: I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Regards,

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

6/1/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have a credit card through ******** - Blair. I failed to notice a $14.95 monthly charge - on the statement it says "Blair Rewards" but when I look online - it says Orchard Brands. When I contacted ******** - they said I had to contact Orchard Brands & provided a phone number. When I called that number, they said I had to contact ******** to stop the charges. I'm just getting the runaround for a charge I never authorized.

Desired Settlement: I would like the $14.95 monthly charge refunded since inception. I am 86 years old, and attempting to pay off my credit cards and had no idea I was being charged this until my daughter pointed it out.

Business Response: May 29, 2015

ID ******** ******* *****

Thank you for forwarding the above referenced complaint.

On May 29th we called Ms. *****’s daughter and left a message explaining that after her mother
placed her July 25, 2012 order, she was presented with an opportunity to accept a membership in
the Blair Rewards program for a full 30 days for only $1.95. This offer included receiving, in the
form of a gift code number, $20 off her next Blair purchase. Ms. ***** was not obligated to
accept the membership offer and her Blair purchase was not contingent upon accepting the offer.

The representative taking Ms. *****’s order was required to inform her of the program terms
before asking her if she would like to accept it. Any customer who is interested in the offer is
asked to enter the last four digits of their telephone number on their telephone key pad to confirm
their acceptance. It is explained to the customer that after the first 30 days, the membership will
automatically continue for a membership fee of $14.95 per month, billed by us as Blair Rewards
to the same credit card, unless she asked to be canceled from the program. Cancellation may be
made at any time with no further obligation.

We know that many of our customers derive benefits from our membership programs and
continue to do so. Of course, as with any product, customers can become dissatisfied, and in
those cases our goal is to try to accommodate the customer when possible in order to preserve a
quality experience with our company.   

Per Ms. *****’s request and consistent with the terms and conditions of the Blair Rewards
program, we canceled her membership on May 28, 2015 and issued thirty-three credits of $14.95
each plus one credit of $1.95 (33 x $14.95 + $1.95 = $495.30) to her Blair credit card. Ms. *****
was fully refunded in the amount of $495.30.

As always, it is a privilege assisting our customer in the resolution of her complaint.

Sincerely,
 
***** ****
Compliance Coordinator

 

 

 

Consumer Response: I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Regards,

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

5/22/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I previously placed a couple orders with this company and have elected not to do business with them any longer due to the product quality & customer service. I had to setup an account to make my prior purchases, so now I have been asking for almost a month for their computer technology department to delete my online account, but their customer service representatives on the phone & in e-mails are making me go around in circles by telling me I have to go online & delete my information, but conveniently for this company; there is NO WAY possible for me to delete my own account.

Desired Settlement: I want my online information deleted, please and do not want this company ever soliciting to me via mail or e-mail again! Thank you.

Business Response:

 ID ********* ****** ********
                            

Dear Ms. ****,

Thank you for forwarding us the complaint you received from ****** ********.

We are unable to remove Ms. ********’s order history from our website. This is due to tracking information and if items need
returned. This information is retained for about three years. We have removed her address and phone number from the online account. We do not have access to her credit card information, this would need removed
on her end.

We have requested the marketing team remove her from the catalog list as soon as possible. We have also removed her email address
for email offers.

Your assistance in resolving this matter is appreciated.

Sincerely,

****** *******
Customer Service Specialist
Office of the President

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Regards,

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

5/20/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My wife, ****** (but they show it as ******), is in a skilled nursing home. She placed an order with this company in 02/2015 and they talked her into signing up for something that results in a monthly charge. The original bill was $34.17 and I paid that with a check. Each bill I received includes a late charge of $20. There were no further purchases but I continue to receive bills for at least $34.97. I contacted the company and asked them to stop billing me. I received an email on 03/25/15 that said they had cancelled the Blair membership and there will be no further charges to my account. I received another bill due May 12, 2015, for $42.00.

Desired Settlement: I would like for the company to stop billing me. I paid the original bill and there have been no further charges.

Business Response:

April 30, 2015  
ID ********
Thank you for forwarding the above referenced complaint.

We have been in contact with Mr. ****** and left a message explaining that after Mrs. ****** placed her
February 1, 2015 order, she was presented with an opportunity to accept a membership in Blair VIP Plus
for a full 30 days for only $1.99.  This offer included receiving, in the form of a gift code number, $15 off
her next Blair purchase.  She was not obligated to accept the membership offer and her Blair purchase
was not contingent upon accepting the offer.

The representative taking Mrs. ****** order was required to inform her of the program terms before
asking her if she would like to accept it.  Any customer who is interested in the offer is asked to enter the
last four digits of their telephone number on their telephone key pad to confirm their acceptance. It was
explained to the Mrs. ****** that after the first 30 days, the membership will automatically continue for a
membership fee of $14.97 per month, billed by us as Blair VIP Plus to the same credit card, unless she asked
to be canceled from the program. Cancellation may be made at any time with no further obligation. 

We know that many of our customers derive benefit from our membership programs and continue to do
so. Of course, as with any product, customers can become dissatisfied, and in those cases our goal is to try
to accommodate the customer where possible in order to preserve a quality experience with our company.
As a result, credits were processed representing the remaining unrefunded balance charged to the
customer’s credit card for the membership.

Per Mr. ******’s request and consistent with the terms and conditions of the Blair Rewards program, we
canceled Mrs. ******’s membership on March 24, 2015. On March 24, 2015 we issued one credit of
$14.97 to Mrs. ******’s credit card, and on April 30, 2015 we issued one credit of $1.99 to Mrs. ******’s
credit card. Mrs. ****** has been fully refunded in the amount of $16.96.

As always, it is a privilege assisting our customer in the resolution of her complaint.

Sincerely,
***** ****
Compliance Coordinator
                                                      







5/18/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On January 20, 2014, I entered into a business relationship with Blair.com, a subsidiary of Norm Thompson Outfitters. Depending on the level of customer service, my intent was to be a returning customer. The order page provides the customer the option to “uncheck” the box if they do NOT wish to receive marketing material. Consequently, I UNCHECKED the box. Needless to say, UNCHECKING the box had ZERO EFFECT on my consumer privacy rights. The clear result was the receipt of junk mail (i.e. catalogs) which drew my ire. On March 19, 2014, I immediately notified the business to OPT OUT my private information from ALL marketing campaigns. In response, the company assured me on March 19, 2015, that “Your request to have your name and address removed from our CATALOG MAILING AND RENTAL LISTS has been processed.” Three (3) months later, in June 2014, I continued to receive UNWANTED catalogs. I again requested that I wish to OPT OUT. I went a step further by requesting that they conduct a thorough inspection of their records to ensure that I was removed from ALL marketing lists in their possession. Similar to their March 19, 2015 email correspondence, I received a prompt acknowledgement that they facilitated my request. Since it also appeared that my original request dated March 19, 2014 was not taken seriously, I asked the company whether they had honored my original request. Not surprising, the business was UNRESPONSIVE. In any event, the company eventually ceased and desist mailing me unwanted marketing materials. However, in or about August 2014 until the PRESENT time, I have been receiving a BARRAGE of unwanted marketing solicitations at my residential address from other organizations – none of whom I have done business with. My investigation revealed that “Norm Thompson” has been SELLING my personal information. In essence, Norm Thompson/Blair.com has been making a living off my personal information. Their abhorrent actions has caused intense anger to the point that I am considering taking legal action, but first want to provide them another opportunity to get their despicable acts in order. This is the thanks I got for patronizing an UNSCRUPULOUS company that places profits above consumer privacy rights. Undoubtedly, I am profoundly disturbed by Blair.com’s obtrusively offensive actions. Consequently, I have made a conscientious decision NOT to return this company, nor, will I recommend them to friends and family.

Desired Settlement: REMOVE MY PERSONAL INFORMATION FROM ALL MARKETING AND RENTAL LISTS IN THEIR POSSESSION!

Business Response: May 4, 2015


ID ********* ********* *****
 

Thank you for sending us the complaint you received from ********* *****.

Ms. ***** was completely removed from our mailing and rental lists on 06/10/14, and the mail history on our system indicates that no catalogs have been sent to her. If she is receiving catalogs from any Orchard Brands companies, we request that she contact customer at ###-###-#### and provide the source code and customer number shown on the catalog mailing label.

If she is receiving catalogs from companies not affiliated with Orchard Brands, she can request removal from most national advertising lists by sending her name, address, and request to: 

****** ********* ***********
Mail Preference Service
** *** ***
******* ** *****

We apologize to Ms. ***** for the inconvenience she has been caused, and your assistance in helping us to resolve this matter is appreciated.

Sincerely,

***** ** ******
Customer Care Specialist
Office of the President

Consumer Response: Complainant’s Rebuttal Statement


There are some inherent problems with the business’ response.  The lack of honesty is cause for concern.  Blair.com asserted that “Ms. *****
was completely removed from our mailing and RENTAL lists on 06/10/14”.  Yet, Complainant has been inundated with
unsolicited mail until as recently as April 2015.  In  October 2014, in response to Complainant’s formal inquiry, ****** *************
confirmed that “Norm Thompson Outfitters” sold Complainant’s private information to them.  In January 2015,
*** also confirmed that they bought Complainant’s private information from “Norm
Thompson”. 

 

In their response to the BBB, the business also suggested that Complainant contact ****** ********* *********** ***** for further
assistance.  Complainant has previously registered with *** on the following occasions:

 
   (1)  June 14, 2009 – registration expired in 3 years on June 14, 2012;

   (2)  June 14, 2012 – registration good for 5 years until June 14, 2017.

 
However, after Complainant started receiving an influx of junk mail due to the utter and disgraceful negligence of *********, she
re-registered with *** on August 23, 2014.  This registration is scheduled to expire in 5 years, until August 23,
2019.  Thus, Complainant has done her part to effectively halt the invasion of privacy caused by Norman Thompson
Outfitters aka blair.com aka Orchard brand.

 

The ongoing privacy violations I am currently experiencing are the cumulative end result of the company’s unwillingness to completely and
thoroughly remove my personal information from ALL marketing lists in their possession.

 
I have also reviewed the business’ privacy policy which appears to be a convoluted process.

 

Under the category “How do we share your information?” – it states in pertinent part:

“We do not sell or otherwise disclose personal information
we collect about you, except as described here.”

 
Under the heading:

 

Other Trusted Third Parties

We may, from time to time, partner with third parties to
provide you with special offers. If you elect to take advantage of such an
offer, you will be eligible to transact with such third party partner only if
you provide them your personal information directly. We may make your
name, postal address and transactional information available to certain trusted
third party partners so that you may receive mailings directly from them about
products and services that may be of interest to you..”

It is either you sell/share customers’ private information OR
you do not.  It does not cut both ways.  Thus, the business’s “How do we share your information” statement above is very
misleading and deceptive, and, contradicts their policy under the “Other Trusted Third Parties” category.

 

It is Complainant’s position that the business has FAILED to
make a good faith effort to alleviate her distress in a thorough manner.  Given that Complainant had previously (formally)
registered her intention regarding junk mail with *** as mentioned above, it is
reasonable to believe that Norm Thompson Outfitters is the offending party
regarding this ongoing privacy violation. 
This is your LAST opportunity through BBB  to do what is honorable.  You would be well advised to learn from this
negative experience as it is precisely this kind of conduct that alienates
customers.
Regards,

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

Business Response: May 14, 2015

ID ********* ********* *****                      
Thank you for sending us the response from ********* *****.

We have forwarded Ms. *****’s information to our marketing team for Norm Thompson. They have assured us this will be taken care
of and Ms. ***** will receive no more catalogs and her name will no longer be rented. If Ms. ***** is receiving catalogs from any of our other Orchard Brand
companies, we would need the names and source codes from those catalogs.

In regards to trusted third parties, this is any of our third party programs offered by our company. This does not pertain to catalogs.
                                                           
Your assistance in helping resolve this matter is appreciated.

Sincerely,

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

Customer Service Specialist

Office of the President

Consumer Response: I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  In the event, I am made aware from this point forward that your business is renting my personal information without my explicit consent, I will initiate legal proceedings.

Regards,

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

5/12/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: When you look up Draper and Damons internet it states that you get a discount of 30% by using Code ****, when I chatted with someone from Draper and Damons, the person told me they dont honor any internet Discount, even though it is clearly their internet site advertisement. This is false advertisement. They, then, offered to give me 20 % off and provided me a code for that, which they sent to my email. Their site would not accommodate that code, so they told me to use a different Code to get the percentage off. I did this and they only took less approximately 4% off of my order. When I realized what had happened, I tried to cancel my order, which I had ordered on a Friday evening and attempted to cancel on Saturday. Their internet site says they will cancel an order if not prepared and sent yet. They were bold enough to tell me that they had no packers on the weekend, but that the order could not be cancelled due to already being processed. I chatted with another person who said they would send a note to the shipping to stop the order, however, it was shipped anyway. They also told me they would have a supervisor speak to me about possibly accommodating the percentage and asked if I would accept the order in this case, I said yes. Neither even occurred, a supervisor did not call, nor did they grant the true percentage off of the order. I again, complained to the company, thinking they might still consider honoring the percentage, but they said they do not honor internet Codes, again, even though it is clearly their advertisement. Thus I am sending the entire back to them. It is unknown yet, whether I will be charged with return shipping. See the screenshot below of their advertisement.Draper's & Damon's - Happiness Guaranteed - Drapers.comwww.drapers.com/30% Off Your Entire Order Code ****Best SellersAthleisure CollectionShop PetitesVelour to AdoreShop MissesStore Locator

Desired Settlement: Should they charge me return shipping, I want a full refund.I also want to let others know that this company does not honor what they say, they provide false advertisement with no real remedies to satisfy customers. It has been a nightmare dealing with this company.

Business Response: Thank you for contacting our office regarding Mrs. *******'s order with Draper's and Damon's. Upon reviewing her order number ******** which she placed on our website. The website is offering a 30% off her order with the promotion code of *****. However, when Mrs. ******* placed her online order she provided the promotion code of ***** which provided her a discount of $20.00 off her order of $40.00 or more. We are are only able to accept one promotional code per order and since she entered this promotion code for the $20.00 off at the time she placed her order this promotion was applied to the order. Due to a misunderstanding when she contacted our office, the original promotion applied to her order was processed on the order. We were advised that she wanted to cancel the order and then a message was received from the representative that Ms. ******* still wanted to receive the order. Therefore, the order was shipped as received. When Ms. ******* later contacted us that she was returning the order, the original shipping charges were removed and we waived the return label fee for the use of the return label. When the merchandise is received back in our offices, the remainder of the charges for the merchandise will be processed. 

We are following up with the telephone representative and our chat representative who failed to provide the proper information to Mrs. ******* to prevent this type of misunderstanding from happening in the future. We hope this will resolve the matter to Mrs. ******* and your offices. If we can be of further assistance, please don't hesitate to contact our office.

We appreciate this opportunity to respond to Mrs. *******'s complaints and resolve the matter for her. We attempted to reach Mrs. ******* by telephone to explain but were unable to reach her directly. A message was left for her to return our call for further explanation. 



5/12/2015 Problems with Product/Service | Complaint Details Unavailable
5/7/2015 Problems with Product/Service | Complaint Details Unavailable
4/30/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: When the products arrived at the post office, I received a note from the post office saying I had a "large, leaky" package to be picked up. When I called the post office, the clerk said that the package had leaked on their floor and caused some minor damage. Because of this I did not want to pick up the package and risk damage in transit or at my home. The package should have contained stair carpet treads and floor polish. I called Solutions to report the problem as told to me by the post office. The clerk there was not cooperative with my questions. I asked whether the stair treads had been wrapped in such a way as to prevent damage should the floor polish have leaked. She said she could not find out that information - that I would have to just pick up the package from the post office and see for myself. I related that was not an acceptable answer as this would require me to take the time to accomplish this and then turn around and arrange for re-packaging if the stair treads were damaged by the floor polish. The clerk made no effort to help otherwise and was rude when I said that I would simply have the post office return the package as refused by me. The post office returned the package two weeks ago now. I have called Solutions today for the second time. I continue to be told that the package has been received, but that it takes 2-3 weeks for processing for a refund. The customer service rep at Solutions says she cannot tell me what day the package was received there. The company has over $300 of my money yet they can provide no clear cut answers regarding a refund and continue to be rude when I call. ****** ***********

Desired Settlement: Full refund including what I was charged for shipping.

Business Response: Thank you for sending us the complaint you received from ****** ***********.

We are truly sorry for the inconvenience she was caused. The package was received, and a credit of $265.60 was issued on 04/13/15. An additional credit of $21.99 is being processed for the shipping and processing charges. The original charge for the order was $287.59. Both credits should be in her **** account by the end of the week.

Your assistance in helping us to resolve this matter for Ms. *********** is appreciated.

Sincerely,

***** ** ******
Customer Care Specialist
Office of the President

 

4/24/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Repeated duplication of unline orders since November 2014 latest after midnight so I cannot call until Monday because you rarely if ever catch duplications. It should not be your customers continued responsibility to catch system generated duplicate orders and continued equestrian for for IT to fix the problem have been ignored for months. My mother and I are not physically able to deal with returning the duplicates received and I should not have to check for a week after an order for a duplicate to appear. Some show quickly but some have not shown for a week. Under ******************** for ****** ****** mailed to ***** or ****** ****** at **** ******** ** ********* ** ********** ************ the duplicates were are sequequential in order number. Many I caught but now I have several ****** items shipped from mixed order ****** a duplicate of order ****** placed 2/27/2015 were shipped. The other duplicates on it ****** were cancelled. ELECTRIC SLOW COOKER Style: VVV20 Color and Size: Stainless Steel 3.011 item(s) shipped$14.97 $14.97 103/02/2015WALKING SOCKS Style: M4506 Color and Size: Black Anklet R11 item(s) shipped$3.00 $3.00 1 103/02/2015WALKING SOCKS Style: M4506 Color and Size: Navy R11 item(s) shipped$3.00 $3.00 1 03/02/2015SANDWICH MAKER Style: V8505 Color and Size: Not Applicable11 item(s) shipped$16.50 $16.50 1 03/02/2015OMELET PAN Style: V6D11 Color and Size: Not Applicable11 item(s) shipped$15.00 $15.00 1 03/02/2015TABLECLOTHS Style: Y1J10 Color and Size: Chocolate 52 9011 item(s) shipped$7.46 $7.46 1 03/02/2015 Under account ********************* for ***** ****** all mailed to ***** ****** same address as above ordered under **** ******** I have had two duplicates one created tonight, 4/5/2015 too late to call until Monday to cancel, 1st order under ********************* for ***** ****** and one created 3/26/2015 but not noticed because this time there was a few numbers between the order numbers. The suitcase received today I believed was my error at first but did not recall ordering it twice. Customer service was crediting the return postage on the duplicate order return order ********* 3/26/2015 duplicate of order ********* but since I just placed another **** ******** order and saw an immediate duplicate with a few order number differences I know I did not create the duplicate on 3/26/2015 and expect a full refund of shipping to my home as well as back. This is the item. ROLLING CARRY ON TOTE Style: 18088 Color and Size: PAISLEY NO SIZE Price: $100.78 Total: $100.78 Shipped: 1 Date Shipped: 03/31/2015 Item Subtotal: $100.78 Shipping: $17.99 Tax: $0.00 Total: $100.78 This does not even include duplicates from ****** from **** for Easter that I cannot even begin to figure out but it was at least $75 worth of food items we just didn't deal with because I did not have the time to go through multiple duplicate orders I had called to cancel to see what shipped from ****** before I caught the cancellation. Feel free to figure it out. They were on the ******************** account so the numbers will be sequential and o mixed orders. Since they were food iems, I would have to take them to the post office and am to ill to drive bu t feel owed the money back for the items and shipping. Right now I have all the above mentioned items to return. As I mentioned no t only have you worsened my health by doubling the amount of boxes t o bring in my home no we I have to repack because we have to get the paperwork not of the boxes, get someone to purchase packing tape, and then worsen my condition more by carrying necessary boxes out for the mail to pick up. Plus they are taking up space u nail I have a day my health allows. I feel I should dispute the charges and keep the items d once I did no th order the duplicates and I have told customer service, and even spoke with IT who ignored me, about this duplication problem for months. ALL BY THE FIRST DUPLICATE ORDER WERE CAUGHT BY M ER AND CALLED IN BY ME FOR CANCELLATION. THIS IS ABSURD! I NEED PACKING TAPE SENT AND PICKUP TICKETS CREATED AND DELIVERED AT LAST FOR THE UNOPENED BOX DESCRIBED FIRST UNDER ******************** and the boxes picked up at my front door not unused, noted do not deliver here side door by FEDEX OR I SHOULD BE COMPLETELY CREDITED and keep the items because it is unbelievable that this keeps happening. Ordering online should not be so much work. k. Contact ***** ****** ************

Desired Settlement: Personally I expect you to personally have the duplicate orders repacked or relabeled, picked up by FedEx at our front door at a time scheduled with me or receive full credits for duplicates not ordered yet received including shipping and we keep the items. I as k so exp ed ct you to figure out we hat the duplicate **** items from ****** were that were shipped prior to the rest of the duplicate orders beingb cancelled and refund as. Food is perishable and usually non - returnable. As stated, health issues prohibited returning the items o Rd even attempting to figure out what duplicate mixed orders they came from since the Easter food items were ordered on several orders under ******************** ****** ****** some coming to ****** ****** and some to ***** ****** both at **** ******** ** ********* ** ********** ************. Please ask for ***** ******. ************. Also fix your system.

Business Response: April 8, 2015


ID ********, ***** and ****** ******


Thank you for sending us the complaint you received from ***** ******.


****** has a different operating system than the other ******* ****** companies, and we have forwarded a copy of the complaint to their office to investigate the matter.


On our system, we found 10 recent orders that were duplicated. 3 of those were shipped; however, the duplicates were canceled on the other 7 orders. We contacted our programmers with some examples of the duplicated orders, and they found that each order had a different alternate order number meaning that the orders were submitted by the customer at different times. If this had been a system error, the alternate order numbers would have been identical.


Credits will be issued for the duplicated merchandise when it is returned. We will be happy to reimburse Ms. ****** for any reasonable return shipping charges if she sends us the receipt.


Your assistance in this matter is appreciated.


Sincerely,

***** ** ******
Customer Care Specialist 
Office of the President




4/17/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have written Blair on numerous occasions asking them to remove me from their mailing lists and have failed to do so. I have been making this request to remove me from their mailing lists for about a year now and I still receive monthly to bi-monthly advertisements. I would like them to stop as I have requested.

Desired Settlement: To stop sending me mail. to not sale my address with any of their vendors and to send me a letter stating I will not receive any further communication from their company.

Business Response: March 30, 2015 

ID: ********* ****** *****

Thank you for sending us the complaint you received from Ms. *****.

We have removed her name from our mailing as she requested, and we have attached a copy of the letter that will be mailed to her.

Your assistance in this matter is appreciated.

Sincerely,

***** ** ******
Customer Care Specialist
Office of the President

4/13/2015 Problems with Product/Service
4/13/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Recently I received several notices of unpaid bills for VIP services involving Norm Thompson($181.52), The Tog Shop($83.85) and Drapers & Damon ($68.80).While looking through our records to verify what I thought were purchases, I found that in 2014 we had been paying Appleseeds a monthly VIP fee. During the records search I found that none of the above bills included money for items purchased. The charges were for VIP monthly charges plus late penalty fees.X These companies are part of the Blair family; however all four of these companies issued us their company credit card.I suspect the Blair/VIP program is legal, but it certainly shows little or no ethical code in its' structure. The final outrage is that I have been unable to discover any service provided by VIP.

Desired Settlement: Refund the amounts listed above. When I discovered the bills, I paid them all thinking that money was owed for purchases.

Business Response:

Thank you for forwarding the above referenced complaint.

We called ******* ** ****** on March 27, 2015 and explained that after she placed her orders, she was
presented with an opportunity to accept a membership in the VIP Plus programs for a full 30 days for
only $1.99. This offer included receiving, in the form of a gift code number, $15 off her next purchase.
She was not obligated to accept the membership offer and her purchase was not contingent upon
accepting the offer.

The representative taking Ms. ******’s orders was required to inform her of the program terms before
asking if she would like to accept it.  Any customer who is interested in the offer is asked to enter the last
four digits of their telephone number on their telephone key pad to confirm their acceptance. It is
explained to the customer that after the first 30 days, the membership will automatically continue for a
membership fee of $14.97 per month, billed by us as VIP Plus to the same credit card, unless they asked
to be canceled from the program. Cancellation may be made at any time with no further obligation. 

We know that many of our customers derive benefit from our membership programs and continue to do
so. Of course, as with any product, customers can become dissatisfied, and in those cases our goal is to try
to accommodate the customer whenever possible in order to preserve a quality experience with our
company. As a result, credits were processed representing the remaining unrefunded balance charged to
the customer’s credit card for the membership.

Per Mr. ******’s request and consistent with the terms and conditions of the VIP Plus programs, we  
canceled ******* *. ******’s Norm Thompson membership on January 14, 2015. On March 26, 2015 we
refunded two credits of $14.97 each plus one credit of $1.99 (2 x $14.97 + $1.99 = $31.93) to her credit
card. We canceled The Tog Shop membership on February 10, 2015. On March 12, 2015 we refunded
one credit of $14.97 (1 x $14.97 = $14.97) to her credit card and on March 26, 2015 we refunded three
credits of $14.97 each plus one credit of $1.99 (3 x $14.97 + $1.99 = $46.90) to her credit card. We
canceled the Draper’s & Damon’s VIP Plus membership on February 10, 2015. On March 26, 2015 we
refunded three credits of $14.97 each plus one credit of $1.99 (3 x $14.97 + $1.99= $46.90) to her credit
card. We canceled the Appleseed’s membership on November 2, 2014. On March 26, 2015 we issued
three credits of $14.97 each plus one credit of $1.99 (3 x $14.97 + $1.99 = $46.90) to her credit card.
Ms. ****** has been fully refunded for the amount of $187.60.

As always, it is a privilege assisting our customer in the resolution on her complaint.
Sincerely,

***** ****
Compliance Coordinator

Consumer Response:
First, I would like to thank you for your assistance.
My problem has been settled.
As Orchard Brands stated in their letter of March 27,2915, all of the accounts have been closed and refunds have been received. This letter said the refunds had been made on March 26th, but we had not heard from anyone that checks were in the mail.
Apparently nothing happened between the date of the letter and my calls to ******** ******* **** on April 7th.
On my first two calls I thought that I was talking to someone at the stores where my wife ad bought goods, but during the course of the conversation about refunds  I realized that once money/refunds were mentioned the person I was switched to for help was a bank representative. Everyone I spoke was pleasant and helpful; what amazed me was that the three checks I was calling about were all signed the day I called!
It has been an interesting experience.  **** ******

3/31/2015 Problems with Product/Service
3/26/2015 Delivery Issues
3/26/2015 Problems with Product/Service
3/17/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: In November of 2011 I made an on-line purchase from a Linen Source, a Blair company. At the end of the check-out process I got a pop-up asking if I would like to save a percentage on my order. Thinking it was a coupon type offer, I clicked the "see more" box and realized it was a program I had no interest in being part of. I clicked NO and backed out of the site. I was charged $1.95 that month and have been charged $14.95 every month since on my ******** ******* card for a charge listed as **** As my husband travels a lot we have a fair number of gasoline charges and I actually breezed over this charge thinking it was an ***** gas charge. We finally researched the company starting with ******** ******* and found out it's some sort of rewards program associated with Linen Source. Linen Source provided them with my personal and credit card information -- information I got when I called the *** Smart Saver Reward program. To date, they have charged $566.05 on my ******** *******. I never knowingly signed up for this program, nor have I ever used any such services. *** will cancel my membership, but not return my money. Linen Source says they no longer do business with this company and have no way to contact them. I found literally hundreds of letters from others on scam sites all over the internet, most connecting Linen Source to this *** Smart Saver Reward company. Until I started researching this charge, I wasn't even aware this company existed. This is surely a shady, underhanded business and I really need help getting this resolved.

Desired Settlement: I wish to have the entire $566.05 returned to me for a program I never signed up for and have never used.

Business Response: On February 20, 2015, we called Ms. ******** and explained that after Mr. ******** made his November 10, 2011 purchase on our
website, he was presented with an opportunity to accept a LinenSource Rewards membership offer, including a gift code number representing $15 off his next
LinenSource purchase, compliments of LinenSource Rewards.  There was no obligation to accept this membership offer and his LinenSource purchase was not contingent upon accepting
the offer.

 

To enroll in this program, customers click on the applicable banner ad and are taken to a landing page that fully describes the
terms and benefits of LinenSource Rewards. Within the Offer Details section, the customer is advised that they may activate a membership in LinenSource
Rewards to claim a $15 gift code to apply to their next LinenSource purchase and start enjoying the benefits of LinenSource Rewards for the next 30
days. 

 

The customer is also advised, in clear visual proximity to the acceptance button, that by entering their email address, zip
code, and clicking the acceptance button, they are activating a membership in LinenSource Rewards.

 

A nominal activation fee is billed by LinenSource Rewards to the “credit card you used today on your LinenSource order”.  After the first 30 days, the membership
automatically continues for a monthly $14.95 membership, billed by LinenSource Rewards to the same card, unless the customer asks to cancel the membership.
Cancellation may be made at any time with no further obligation. 

 

As requested, we canceled Mr. *********s LinenSource Rewards membership on 2/19/15 and issued a full refund in the amount of
$585.00.  A partial refund of $179.40 ($14.95 x 12) has been issued back to his credit card, while the remaining
$405.60 ($14.95 x 27 + $1.95) has been issued in the form of a refund check.

 

As always, it is a privilege assisting our customer in the resolution of her complaint.

 

Sincerely,

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

Assistant Compliance Coordinator  

Consumer Response: I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Regards,

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

3/11/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Ordered $200 gift card from Sahalie for Christmas gift. When they were used, items were not shipped over weeks of waiting. Customer Service made excuses. On Feb. 2 I called Customer Service for a refund. They told me it would be processed immediately. No confirmation came. I called 2/17 and was told the refund was to the Sahalie Credit Card and so I had to then contact ******** ******* Bank which issued the card. I called them and waited forever only to be told their servers are down. Both customer service workers were polite but stone-walled and I am waiting for a refund on money they have had for several months.

Desired Settlement: Refund check mailed today. Want Sahalie to be more transparent about their Credit card and polities. Want my account cancelled immediately.

Business Response: Thank you for sending us the complaint you received from Mr. *******.
 

The Electronic Gift Cards were ordered on 10/26/14 and charged to his Sahalie Credit Card. He used both of them on an order that was placed on 01/05/15. We needed additional information before we could process the order, and a letter was mailed to him on 01/09/15. Eventually, the entire order was canceled. In the meantime, he paid for the Gift Cards, and the balance on his account is -$200.00.
 

A credit balance can be used towards future purchases or refunded upon request. Otherwise, it will be automatically refunded if there has been no activity on the account during two billing periods. 
 

We contacted ******** ******* Bank, the owner and administrator of the Sahalie Credit Card, and requested that they send Mr. ******* a refund check. Apparently he had already spoken with a customer service representative, and an electronic refund is being issued. The funds should be in his account in 48 to 72 hours.
 
Your assistance in helping us to resolve this matter is appreciated.

Sincerely,

***** ** ******
Customer Care Specialist
Office of the President

 

3/6/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Re: Order # ******** dtd 30 November 2014 I have returned item NTE ***** as it was a poor fit. I returned it using their shipping label. I have been contacting them since January to effect the approved refund. I keep getting put off. They tell me it takes longer that three weeks, which it has been. They tell tell me if I want to speak to a supervisor, I have to call ###-###-####. After a series of promotions, they tell me I have to leave my number and accept a collect call from them. I have pasted today's chat with them below. Please wait while we find an agent to assist you... You have been connected to *******. *******: Thank you for contacting us; my name is *******. One moment please, while I review your question. *******: Let me check on the return status for you. **** ********: Thank you, *******. **** ********: You should have a record of my chats. **** ********: If you can't resolve my issue today, I would like to be connected to a supervisor. *******: I am not showing the return yet. How long ago was the order returned? **** ********: Using the return label you provided, I mailed it three weekes ago *******: We allow 2-3 weeks for a return to be processed for a return. **** ********: The original order was placed on 30 November 2014 **** ********: Yes, you have been fooling around and delaying for over three weeks. **** ********: You have not even confirmed that your returns department has received my package. **** ********: The shipping station has confirmed it was sent. *******: I would not have a record of the return until the warehouse opens the return. **** ********: This is another delay, ******* **** ********: Are you in ************ ? *******: Yes. **** ********: May I speak with a supervisor ? *******: I do apologize. We are not able to consider a return lost until it has been over 30 days. You can call our customer service area ###-###-#### and request to speak with one. **** ********: My first chat was with you on 29 Jan. **** ********: Your time has expired. **** ********: Thank you, *******. *******: Is there anything else that I can help you with today?

Desired Settlement: Refund my $39.98 payment. Thank you

Business Response: Thank you for sending us the complaint you received from Mr. *********

We have no record of receiving the item he returned, but if he returned it in January, a credit should have been issued by now.  A credit of $39.98 has now been issued on 01/23/15 to ******** ending in ****, and the funds should be in his account by the end
of the week. We apologize that this was not resolved by our Chat team.

Your assistance in helping us to resolve this matter for Mr. ******** is appreciated.
Sincerely,
***** ** ******
Customer Care Specialist
Office of the President

Consumer Response: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

27 February 2015

The offer was acceptable but as of Friday, 27 February 2015 no credit has been provided.

***** ****** (814 726 6024) called and provided apologies and said a credit for the return would be issued by Wednesday.  The response said the credit would be issued by the end of the week.

As no credit has been issued I called *****.
There was no answer to the phone call.
This appears to be a continuation of the evade and delay behaviors I endured with my chat conversations.
Thank you,
****

Business Response: Thank you for forwarding the response from Mr. ********.

Our records indicate a credit for $39.98 was posted to Mr. ********’s ******** card account ending in ****, on February 24, 2015. The ARN
transaction number for this transaction is ************************ Mr ******** may contact his ******** card’s customer service with this number
for assistance in locating his credit. 

Your assistance in helping us resolve this matter for Mr. ******** is appreciated. 

Sincerely,
****** *******
Customer Service Specialist
Office of the President

Consumer Response: I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me. 

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

3/4/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I called today to ask why my credit card is being charged $14.97, not 14.95 a month as I've read in other complaints. The man I'd talked to said that I would have received an email from them every month saying that I was to be billed. I stated I hadn't so I asked him to see if I'd received,sent,those emails and he couldn't do that. If I had been informed, I would have stopped it immediatly. I buy from them once in a great while. Why would I pay not to shop to with them?He offered to pay me back for three months but the charge has been going on since June statement on my credit card. This is the only complaint I've had with them.

Desired Settlement: Full refund.

Business Response:  We have been in contact with Ms. ******* to explain that after she made her April 29, 2014
purchase on our website, she was presented with an opportunity to save $15 off her next Blair
purchase, simply for trying a membership in our Blair VIP Plus program. There was no
obligation to accept this membership offer and her Blair purchase was not contingent upon
accepting the offer. 

To enroll in this program, Ms. ******* clicked on the offer and was taken to a web page that
fully described the terms, benefits, and costs of Blair VIP Plus. By entering her e-mail address,
zip code, and clicking the “Join Now,” she activated a membership in Blair VIP Plus.   Had she
skipped any one of these steps, no membership would have been established.

Per Ms. ********s request, we canceled her Blair VIP Plus membership on February 13, 2015 and 
issued three credits of $14.97 each (3 x $14.97 = $44.91) to her credit card. On February 17, 2015 
we issued six credits of $14.97 each plus one credit of $1.99 (6 x $14.97 + $1.99 = $91.81) to her 
credit card. Ms. ******* has been fully refunded in the amount of $136.72. 

As always, it is a privilege assisting our customer in the resolution of her complaint.

Sincerely, 
 
***** ****
Compliance Coordinator

2/27/2015 Delivery Issues
2/27/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Order reference number ******** How can something so simple get this messed up? First step was calling Blair to ask what could be done with my new winter jacket as the zipper was no longer working and had broken in half. Blair explained that if I returned the Jacket with a note inside, identifying the problem, a repair or replacement would be the normal course of action. Blair sent me a return label and I sent the Jacket to Blair. After two months, Blair sent me a check for $7.99 for reasons unknown. After calling customer service and talking with *****. I was assured that the matter would be resolved. A phone call and message from a gentleman with the name ***** (no relation I hope) left a message telling me the $7.99 check was all they could do at this time. The Jacket was purchased on November 28, 2014 for approximately $150.00. I am not aware of the exact price as it was a Christmas gift. All that I want at this time is MY JACKET returned back to me. Someone in ** is probably wearing it as it was only the zipper that was broken. Check your receiving department and look for MY JACKET. Please send MY JACKET back so no further action or legal response will be warranted in this matter. Regards, ****** ********** ********** ******************

Desired Settlement: I want MY JACKET sent back to me

Business Response: February 25, 2015

ID ********* ****** **********

Thank you for sending us the complaint you received from Mr. **********.

We were able to reach him by telephone to apologize and explain that his parka was either destroyed or donated to a local charity. The refund check he received was the last known price of the discontinued item. He provided the last name and zip code for the individual who gave the parka to him as a gift, but there was no order history under that customer number to provide us with additional information.

We offered Mr. ********** a Blair Parka at no charge. He accepted our offer, and he should receive it in 4 to 8 business days.

Your assistance in this matter is appreciated.

Sincerely,

***** ** ******
Customer Care Specialist
Office of the President

Consumer Response: I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Regards,

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

2/24/2015 Problems with Product/Service
2/19/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: When you order something from the Blair catalog, either on-line or by phone, everything seems OK. You get your product and they take your payment, and everything seems good. Then they start charging your credit card $14.95 each month for something called "Blair Rewards *********** **." The charges don't stop until you notice them on your credit card report and call in to cancel. This happened first to my wife, ****** ******* when we got charged each month for all of 2014. This is a relatively small expense, so one that easily gets overlooked, until you finally realize that you are getting charged monthly for something you never ordered. When my wife called they gave her one month credit and said they would stop the charges. I called and complained and they said they would make it a three month credit. Still a significant loss considering we received absolutely nothing for a year's worth of charges. Then I came to the realization that they were doing the same thing to my mom, **** ******, after she had ordered something in April of 2014. Sure enough they charged her $14.95 for each month after that order. This is a big scam.

Desired Settlement: We want an apology and 12 months of credit against the monthly $14.95 charges to my account ******** ******) and 8 months credit for my mom ***** ********

Business Response:

ID ******** ******* * ******
Thank you for forwarding the above referenced complaint.

On February 4th we called Mr. ****** to explain that after his wife, ****** made her
February 17, 2013 purchase on our website, she was presented with an opportunity to save $20 off her
next ***** purchase, simply for trying a membership in our Blair Rewards program. There was no
obligation to accept this membership offer and her Blair purchase was not contingent upon
accepting the offer.

To enroll in the program, Mrs. ****** clicked on the offer
and was taken to a web page that clearly and conspicuously disclosed the terms,
benefits, and cost of the Blair Rewards program. By affirmatively entering her
e-mail address, zip code, and clicking the “Join” button, Mrs. ****** activated
a membership in Blair Rewards. Had she skipped any one of these steps, no
membership would have been established.

Per Mr. ******’s request, we canceled his wife’s membership
on January 26, 2015 and issued six credits of $14.95 each (6 x $14.95 = $89.70)
to her credit card. On February 4, 2015 we issued an additional six credits of
$14.95 each (6 x $14.95 = $89.70) to her credit card and eleven credits of
$14.95 each plus one credit of $1.95 (11 x $14.95 + $1.95 = $166.40) via a
refund check.  ****** ****** has been fully refunded in the amount of $345.80.

After Mr. *******s mother* **** ****** placed her April 29,
2014 order, she was presented with an opportunity to accept a membership in
Blair VIP Plus for a full 30 days. This offer include receiving, in the form of
a gift code number, $15 off her next Blair purchase. She was not obligated to
accept the membership offer and her Blair purchase was not contingent upon
accepting the offer.

The representative taking *****s order was required to
inform her of the program terms before asking if she would like to accept it.
Any customer who is interested in the offer is asked to enter the last four digits
of their telephone number on their telephone key pad to confirm their acceptance.
It is explained to the customer that after the first 30 days, the membership
will automatically continue for a membership fee of $14.97 per month, billed by
us as Blair VIP Plus to the same credit card used, unless she asked to be
canceled from the program. Cancellation may be made at any time with no further
obligation.

Per Mr. ******’s request, we canceled is mother’s membership
on February 3, 2015 and issued eight credits of $14.97 each plus one credit of
$1.99 (8 x $14.97 + $1.99 = $121.75) to her credit card. **** ****** has been
fully refunded in the amount of $121.75.

As always, it is a privilege assisting our customer in the
resolution of his complaint.

Sincerely,
Compliance Coordinator




2/17/2015 Problems with Product/Service
2/17/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered merchandise from Sahalie, a women's apparel company, in April 2014. They offered a coupon code to use at check-out. It was unclear that by using the coupon you are automatically signing up for a membership to their "VIP" program. My credit card was charged $14.97 per month from April 2014 to Jan 2015 until I really noticed that this was happening. I called them immediately to cancel this. I also inquired as to how this happened. I was told that by using the coupon code I was automatically enrolled. My credit card has been charged over $130 for services I never requested nor used.

Desired Settlement: I would like to see Sahalie be more forthcoming when orders are placed on line with respect to this "VIP" program when checking out. This enrollment in this membership should be made perfectly clear during the checkout process. I have read that this practice has "duped" many shoppers.

Business Response: On 02/10/15 we called Ms. ******* and explained that after she made her April 16,
2014 purchase on our website, she was presented with an opportunity to save $15
off her next Sahalie purchase, simply for trying a membership in our Sahalie
VIP Plus program.  There was no
obligation to accept this membership offer and her Sahalie purchase was not
contingent upon accepting the offer.

To enroll in this program, she clicked on the offer and was taken to a web page
that fully described the terms, benefits, and costs of Sahalie VIP Plus. By
entering her e-mail address, zip code, and clicking the “Join Now,” she
activated a membership in Sahalie VIP Plus.  
Had she skipped any one of these steps, no membership would have been
established.

As requested, we cancelled Ms. *******’s Sahalie VIP Plus membership on 02/09/15
and issued nine credits of $14.97 (9 x $14.97) plus one credit of $1.99 to her
credit card.  Ms. ******* has been fully
refunded in the amount of $136.72.

 

As always, it is a privilege assisting our customer in the
resolution of her complaint.

Sincerely,
****** ********
Assistant Compliance Coordinator


Consumer Response: I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Regards,

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

2/12/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: This complaint goes back to May of 2014. I have only ordered one time and the bill was paid on time. I told Blair right from the beginning that I was not interested in the VIP program. I have tried everything to try and get this thing taken care of. They keep billing me for money I do not owe and each month they add on $20.00 late fee. At one time I sent an entire package of my correspondence I have had with Blair and No one has had the courtesy to respond to me. Phone calls have not worked.Because of all this they are ruining my good credit.I feel I have tried to resolve and no one at Blair seems to care.It seems the only way I am going to resolve this is to file a law suit against Blair. I am 80 years old and my husband is dying of cancer and I certainly do not need this added stress which has been going on for months. Blair must have a lot of very incompetant people working for them.I will be turning all of this over to my attorney next week.**** ****** Acct.**************-3177

Desired Settlement: False billing I want this matter completely closed out and I want an apology and a written statement that this has been taken off of my credit report. I ran my own business for 24 years and if I tried to do to customers what Blair is trying to do I would not have been in business for a year.

Business Response:

January 27, 2015

ID ******** **** ******
Thank you for forwarding the above referenced complaint.

We have been in contact with **** ****** to explain that after she placed her April 7, 2014
order, she was presented with an opportunity to accept a membership in Blair VIP Plus for a full
30 days.  This offer included receiving, in the form of a gift code number, $15 off her next Blair
purchase.  She was not obligated to accept the membership offer and her Blair purchase was not
contingent upon accepting the offer.

The representative taking Ms. ******’s order was required to inform her of the program terms
before asking if she would like to accept it. Any customer who is interested in the offer is asked
to enter the last four digits of their telephone number on their telephone key pad to confirm their
acceptance.  It is explained to the customer that after the first 30 days, the membership will
automatically continue for a membership fee of $14.97 per month, billed by us as Blair VIP Plus
to the same credit card, unless they asked to be canceled from the program.  Cancellation may be
made at any time with no further obligation. 

Per Ms. ******’s request, her membership in Blair VIP Plus was canceled and a full refund
(2 x $14.97 +$1.99 = $31.93) was issued to her credit card on June 23, 2014. 

We have noticed that the charges Ms. ****** is referring to at this time are occurring from
Comenity Bank. We have been in contact with Comenity Bank on behalf of Ms. ****** and
asked that they cancel their internal partners offer, refund Ms. ******, and notify her when this
has been resolved.

As always, it is a privilege assisting our customer in the resolution on her complaint.

Sincerely,

***** ****
Compliance Coordinator




2/10/2015 Problems with Product/Service
2/5/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: Company had my correct mailing address, but USPS claims the address was incorrect and not valid, so the package made it to my city, but never to my building. I emailed and spoke with customer reps as well to resolve the issue, but was not helped. He asked to confirm my mailing address, which I did. I then asked him why the package had an incorrect mailing address on it, if they had my correct address. no answer. I asked to speak with a supervisor, but was told they were busy. I asked for another supervisor and was told there was only the one. I was told the package could be mailed out again and get to me within 4-8 business days, but I paid for 2-3 priority mail and wanted it within that time frame, as it was Paid in full for previously. I explained that if the company cannot deliver the goods in a timely manner, then I would simply dispute with my credit card company. I would like a refund from this company ASAP, not a tap-dance around that topic. Why can't they refund me, if I'm not receiving my products in a timely manner? The package was supposed to arrive on January 22nd. Today is January 28th. if I wait another 4-8 business days, then they have not fulfilled the original order. I would like an immediate refund from them.

Desired Settlement: REFUND on package and shipping costs, because the error in mailing address was due to their error, not mine.

Business Response: February 3, 2015


ID ********* ***** ******

 
Thank you for sending us the complaint you received from ***** ******.


We have attached information regarding her original order that was placed on our website on 01/18/15. Her apartment number was entered on both address lines, but the street address was not entered which is why the Post Office could not deliver the package. After obtaining her complete address, the package was reshipped on 01/30/15 when it came back to us. The estimated delivery date for that shipment is 02/05/15.


In the interest of customer satisfaction, we have issued a credit of $28.98 to ******** ******* for the shipping and processing charges and also the express shipping charges. If she no longer needs the merchandise, she can return the package by using the label that will be attached to the packing slip. We have waived the return label fee.


Your assistance in helping us to resolve this matter for Ms. ****** is appreciated. 

Sincerely,

***** ** ******
Customer Care Specialist
Office of the President

 

Consumer Response: I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.  I will be returning the items, as I see they have just arrived on my doorstep. Thank you for refunding, once you receive the items and thank you for the shipping refund. 

Regards,

***** ******

2/2/2015 Billing/Collection Issues | Complaint Details Unavailable
2/2/2015 Billing/Collection Issues | Complaint Details Unavailable
2/2/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: This online company has been billing us for maybe a year. I went on it once, and looked around, but I don't remember buying anything. The website asked if I wanted to sign up for the rewards program, and I said NO. Now after a year, my husband asked what this monthly bill of $14.95 was for. I looked it up and was shocked that I had been registered for the sahalie rewards program. My husband called and explained we did not want this program and never did...they refunded us 4 months: $59.99. I want all my money back, however. I see that there are many others who have been scammed over this rewards program. This company MUST be stopped. What can be done?

Desired Settlement: 8 months of payment still needed...$119.60, or how many months they took our money...$14.95 each month.

Business Response: February 1, 2015

 

 

ID ******** ***** ****

 

 

Thank you for forwarding the above referenced complaint.

 

We have been in contact with ***** **** to explain that
after she made her November 28, 2011 purchase on our website for the Men’s Brown
Weekend Sweatshirt, Men’s Granite New Not Just Sweat Pants, Charcoal Wild Thangs
Socks and Vanilla Wild Thangs Socks she was presented with an opportunity to
accept a membership in Sahalie Rewards for a full 30 days. This offer included
receiving, in the form of a gift code number, $20 off her next Sahalie
purchase. She was not obligated to accept the membership offer and her Sahalie
purchase was not contingent upon accepting the offer.

 

To enroll in this program, Ms. **** clicked on the offer and
was taken to a web page that clearly and conspicuously disclosed the terms,
benefits, and costs of the Sahalie Rewards program. By entering her e-mail
address, zip code, and clicking the “Join” button, she activated a membership
in Sahalie Rewards. Had she skipped any one of these steps, no membership would
have been established.

 

Per Ms. ****’s request, we canceled her membership on
January 28, 2015 and issued one credit of $14.95 to her credit card. On January
30, 2015 we issued eleven credits of $14.95 each (11 x $14.95 = $164.45) to her
credit card and twenty-six credits of $14.95 each plus one credit of $1.95 (26
x $14.95 + $1.95 = $390.65) via refund checks. Ms. **** has been fully refunded
in the amount of $570.05.

 

As always, it is a privilege assisting our customer in the
resolution of her complaint.

 

Sincerely,

 

 

***** ****

Compliance Coordinator

Consumer Response: I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Regards,

***** ****

1/29/2015 Delivery Issues
1/28/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: In early January 2015, I called the Norm Thompson/Blair/Orchard customer service department to request that they exchange an order of "pepper pork loin" appetizer which I had received as a Christmas gift but could not eat because allergic to pepper and do not like pork. The packing slip in the gift shipment stated that the item was satisfaction guaranteed and would be exchanged or refunded upon request. The customer service rep who answered my call was rude, argued with me, questioned why my relative who gave me the gift did not know that I did not like pork, etc. I told him that my packing slip said there was an unconditional satisfaction guarantee and his only argument was that "we do not exchange food items." I told him there was no such statement on the packing slip, but he just repeated himself. I asked to speak to the supervisor and he placed me on a long hold and then came back and told me they were all "busy." I told the customer service rep this was unsatisfactory and he said he would escalate the matter to his "escalation department" and they would call me back soon. I did not receive a call until almost a week later, when a woman representative called and simply repeated the same thing: "no exchange of food items." In the meantime, I had gone online to Norm Thompson site and looked up the "pepper pork loin" item which had a catalog price of $36 and the NT onlinecatalog said nothing about no exchange of food item. Also saw that the written published refund and exchange policy stated that Norm Thompson had a "no hassle" unconditional exchange policy except for things marked with a "H" in the catalog. There was no "H" mark next to the pepper report loin item in the catalog. I explained all this to the female Norm Thompson "escalation" person who called me but she simply repeated that mantra of "no exchange of food items". She also gave me the runaround of telling me to just call my relative who gave me the gift and take the matter up with them, but admitted it would make no difference.

Desired Settlement: Exchange my pepper pork loin item for the cranberry turkey item #29032 in the catalog. Plus an apology for the rude treatment by NT customer service rep, who also taunted me with the statement "Oh, why are you being so difficult" when I asked to speak to a supervisor (there was insufficient room in the complaint form to add that additional insulting conduct).

Business Response: Thank you for sending us the complaint you received from Mr. ******.

 

Customer satisfaction is guaranteed. Although we cannot accept the return of food items, refunds or replacements can be processed for unsatisfactory products. Order # ******** is being processed and product # 29032 Cranberry Turkey Breast will be sent to Mr. ****** at no cost to him. It will be shipped directly from the vendor and it should arrive in approximately 2 to 3 weeks.

 

We tried to find the telephone calls he made regarding the issue involving product # 13401 Peppered Pork Tenderloin, but we could not find any calls under the two telephone numbers he provided in his complaint.

 

Your assistance in helping us to resolve this matter for Mr. ****** is appreciated, and we hope he will accept our apology for any inconvenience he was caused.

 

Sincerely,

 

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

Customer Care Specialist

Office of the President

 

Consumer Response: I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Regards,

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

1/15/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I'm a retired Air Force/Viet Nam Vet. My complaint with this company could have been easily resolved had customer service taken the initiative to provide appropriate business practices as opposed to becoming argumentative. I ordered several clothing items in excess of 100 dollars and paid an exorbitant first class shipping charge. The item(s)were ordered 2 January 2015. On 5 Jan. I had still not received shipping information and made an inquiry which they did not respond to. On 6 Jan I received a Fed Ex tracking number that only stated that a shipping number had been issued.. Several days latter I was told that the items, all of which were in stock would not arrive until 13 Jan. notified Blair I was unhappy with the length of time it was taking to get status and that I paid for first class and the item left Warren, Pa. Which is in the western part of the State , I live East of there in ********, 285 miles from their facility and the item was shipped further West into **** ********. I wrote again and said I paid for first class mail., 5 business days delivery and estimated delivery time is 13 days and the item is still not here yet and I at least would like to have the delivery charge refunded. They said no and that they have 4 to 8 business days from date of shipment and without a coupon it could not happen. Couple this to the fact it took nearly. 5 days from order date to have it shipped and that no wear does it state these parameters. They have huge logistical issues and a company who's first priority is not the customer as I believe these business practices are inappropriate, and their customer service less than marginal. To make this worse they deducted the cost of these items and delivery charges 4 days before the items were processed, 5 days before they were shipped. I am furious over this type of treatment and have noticed hundreds of similar complaints submitted with the BBB.

Desired Settlement: I want the cost I paid for First class shipment reimbursed. I'm not asking for anything else but probably should. I would suggest that with as many complaints as this store has had that their accreditation , regardless of how they respond, be more closely examined.

Business Response: Thank you for sending us the complaint you received from **** ****** ******* 

Mr. ****** placed an order on our website on Friday 01/02/15. The order totaled $297.89, which included shipping and processing charges of $21.99, and an authorization for $297.89 was submitted to his credit card company. We do not charge for merchandise until it has been shipped. The order was shipped on 01/07/15 and billed to his credit card.

Shipping and processing includes fees for service, processing, packaging, and delivery costs for an order. It normally takes a few days of processing before an order is ready to be shipped. We have attached shipping information from our website showing that most orders are shipped to arrive in 4 to 8 business days. We also attached tracking information showing the package is out for delivery today 01/12/14 which is the 6th business day from the date his order was placed.  

We emailed the above explanation to Mr. ****** on 01/11/15 in response to his email dated 01/10/15. We also explained that we issued a credit of $21.99 to his credit card for the shipping and processing charges in an effort to resolve the issue. 

Your assistance in this matter is appreciated.

Sincerely,
***** ** ******

Customer Care Specialist

Office of the President

Consumer Response: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Items were ordered on 2 January( first business day). Items did not ship until 7 January( 5th business day) Items are not at our local post office and scheduled to arrive 13 January( 10 business days and 12 calendar days. This company did take money from my credit card 3 days before it shipped. this company has not credited my card any amount as they have indicated to both you and I

Regards,

**** ******

Business Response: Thank you for sending us the rejection notice you received from **** ****** *******

Mr. ****** placed his order on our website on Friday 01/02/15. Most orders are shipped to arrive in 4 to 8 business days after the day the order was placed. Business days are Monday through Friday, and holidays are excluded. We attached a copy of the delivery confirmation showing the package was delivered at 4:00 p.m. on Monday, 01/12/15. Monday January 5th through Friday January 9th is 5 business days, and the package was delivered on Monday January 12th which is the 6th business day.


Before we can process an order, we must first obtain an authorization from the customer’s credit card company. The authorization for $297.89 was obtained on 01/02/15, the day the order was placed. An authorization simply holds the funds until the order is shipped. $297.89 was charged to Mr. ******’s account on 01/07/14 when the order was shipped. The authorization should have dropped off shortly afterwards. If it has not, we recommend that he contact his credit card bank.

A credit of $21.99 was processed on 01/11/15 and issued on 01/12/15 for the shipping and processing charges. After a credit is issued on our system, it normally takes 2 to 3 business days to reach the customer’s account, depending on the bank to which it was issued. If Mr. ****** does not yet see the credit, it should be in his account by the end of this week. The reference number for the credit is *********************** and it should help his bank locate the credit. 

We appreciate the opportunity to respond to this rejection, and we hope we have addressed Mr. ******’s additional concerns. 

Sincerely,
***** ** ******
Customer Care Specialist
Office of the President

Consumer Response: I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me for this specific issue however when opening the box found one pair of white pants with multiple grease/ fingerprinted stains and appeared used or returned merchandise and aside from the adjust jeans found the remaining products as grossly inferior some of which poorly made and extraordinarily overpriced as it equates to the actual quality. I would like to return all of it except the jeans and my money returned. Really bad stuff

Regards,

**** ******

1/14/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Blair tricks people into signing up for some REWARDS program that debits your bank account automatically every month $14.95 whether you order something from their catalog or not. I have not seen any rewards. My daughter caught this and called to cancel several months ago, but they continued to debit my account. She called again and they only offered to go back 2 months and credit my account after she explain that I'm on Medicaid and only get $50 a month and she threatened to call BBB. This is taking advantage of the elderly, who are their main customer base. Needed to report them so others don't get scammed!

Desired Settlement: A Refund of all the months I was charged would be GREAT, however, I know that won't happen, so the satisfaction that everyone knows that they are scamming elderly is also GREAT.

Business Response: January 14, 2015

ID ******** ****** ******** ******* 

Thank you for forwarding the above referenced complaint. 

On January 13th we called Ms. ******** ******* and spoke with her daughter
explaining that after her mother made her June 27, 2012 purchase on our
website, she was presented with an opportunity to save $15 off her next Blair
purchase, simply for trying a membership in our Blair Rewards program. 
There was no obligation to accept this membership offer and her Blair purchase
was not contingent upon accepting the offer.

 

To enroll in this program, Ms. ******** ******* clicked on the offer and was taken
to a web page that fully described the terms, benefits, and costs of Blair
Rewards. By entering her email address, zip code, and clicking the acceptance
button, she activated a membership in Blair Rewards. Had she skipped any one of
these steps, no membership would have been established.  

Per her request, we canceled her Blair Rewards membership on January 9, 2015 and
issued two credits of $14.95 each (2 x $14.95 = $29.90) to her credit card. On
January 13, 2015 we issued ten credits of $14.95 each (10 x $14.95 = $149.50)
to her credit card and eighteen credits of $14.95 each plus one credit of $1.95
(18 x $14.95 + $1.95 = $271.05) via a refund check. Ms. ******** ******* has
been fully refunded in the amount of $450.45.  

As always, it is a privilege assisting our customer in the resolution of her
complaint. 

Sincerely, 

***** ****
Compliance Coordinator

Consumer Response: I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Let me also note that I inquired as to whether my mother had actually used the $15 offer and it was discovered that she had NOT, nor did she use any of the other reward perks because she was completely unaware of what she had even signed up for.  I am grateful for the resolution on my mother's behalf and pleasantly surprised.

Regards,

****** ******** *******
********* ******** (signing for mother)

1/12/2015 Problems with Product/Service
1/12/2015 Problems with Product/Service | Complaint Details Unavailable
1/7/2015 Problems with Product/Service
1/2/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Complaint taken over phone by BBB Staff - ** Consumers mother ordered three braided rugs on December 6, 2014. She mailed an order form and check for approximately $93. Received mailing that she needed to send an additional $16. Consumer mailed the $16. Received card in the mail yesterday. Card stated to call within 15 days to avoid cancellation. Consumer told the item would not ship until January 28. Spoke with ****** at the company yesterday. Consumer cancelled the order and requested refund. Felt that was too long to wait because they cashed their check. Would receive refund in seven to ten days. Consumer felt they should not have to keep checking with them every fifteen days.

Desired Settlement: Full refund as soon as possible. Also an apology.

Business Response: Thank you for sending us the information you received from ***** **** on behalf of his mother, Mrs. ****** ** *****

 

We have attached a copy of the original order. The price discrepancy was due to the first line. We entered ****** which was the 30x50 rug priced at $29.99. We now see she wanted the 20x30 ****** rug priced at $12.99.

 

She also placed an order for two white curtain panels at $9.99 each. She provided the width but not the length and they come in 63, 72, and 84 inch lengths. When we did not receive a response to our request for more information, the panels were canceled and a refund check for $19.98 was sent to her on 12/15/14. 
 

We are truly sorry that we were unable to ship the rugs, but we did not receive the shipments we were expecting from our supplier on two separate occasions. By law, we can only hold merchandise for a certain period of time before the order has to be canceled unless the customer approves the extended backorder delay.

 

The rugs were canceled on 12/15/14, and we have also attached a printout showing the two refund checks for $16.00 and $73.97 that were sent to her on 12/16/14 and the first refund check for $19.98 sent to her on 12/15/14. All three refund checks total $109.95 to reimburse her for check # 4365 for $93.95 and check # 4374 for $16.00.

 

Your assistance in helping us to resolve this matter is appreciated, and we apologize to Mrs. **** for any misunderstandings or inconvenience.

 

Sincerely,

 

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

Customer Care Specialist

Office of the President

1/2/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I ordered 6 items from Wintersilks on December 15 and here it is December 24th and they have not even shipped it out. I called twice, emailed 5 times. Both calls, I was given different reasons, the first due to conflicting addresses, the second stated my credit card did not OK it. The second customer service agent denied I called before until I insisted I did, then she said that, "Oh, I see that now". They said they tried to contact me to confirm the order... they sent a letter, at Christmas time!!!! They tried calling they said without success which is correct, but rather than email me, they sent a letter. Have not received this said letter either, 9 days later. The second agent finally connected me with a supervisor who denied that it would be received for Christmas even though it was their error, order placed 9 days previously. Also, although they were able to email me endless emails trying to get me to buy from their company since I placed their order, they were unable to email me regarding their supposed concerns regarding disparate addresses. They obviously had my email....

Desired Settlement: Delivery to my elderly mother of her Christmas present in time for THIS Christmas!!! Acknowledgement of their error.

Consumer Response: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

First of all, Wintersilks sent me confirmation with the correct addresses and ordering information on the 15th! Only info on that was stating that I was next going to receive confirmation of shipment.  That never came.  I first called on the 23rd, not the 24th, since my mother had never received the package, her Christmas present. They even admitted that I called on the 23rd.  On the 24th when I called back, she stated that she saw that I did in fact call on the 23rd. 

So it should have been sent out on the 15th or day after by their first and only email.  Next if they had failed, it should have been sent out on the 23rd.  Thirdly, I never received any letter, not to mention email!!!   (BUT I RECEIVED DAILY EMAILS TRYING TO SELL ME THINGS THEY WOULD NOT SHIP!!!)  On the 26th, when I called again after finding out my mom never received her present, the gal stated that it was being loaded on the truck right then.  Funny because she is in a call center away from the action.  She assured me I would get a tracking number that morning.  Instead I received a tracking number that evening or next day, but no action was corresponding with the tracking number for 2 days.  It doesn’t state it is anywhere. 

Here it is the 29th, no location of package, and my mom has not received her present.  I cannot call that company.  I am so done with Wintersilks!!!

Business Response: December 29, 2014

ID# ********, ********* *****

Ms ***** placed her order on 12/15/14 and the order was in a hold. We could not verify the billing or
shipping address or reach the customer by phone. A letter is sent to the customer, to verify billing and shipping information on her order. This is for
her protection and to stop any possible fraudulent orders. Ms ***** contacted us on 12/24/14 and the order was released for processing. The next shipping day
was 12/26/14 and her order was immediately shipped. We have tracked the package and the order is due to arrive on 1/2/15. We apologize we are unable to email
every customer regarding order issues. The letters are sent out by the system.

We apologize for any inconveniences this has caused Ms *****.

We appreciate your assistance in this matter.

Sincerely, 

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

Customer Service Specialist

Business Response: We have noted Ms. *****’s package was delivered on 12/30/14 at 10:01 AM to Ms. *****’s mother Ms. ****.
We have also noted customer service gave Ms. ***** 15% off her order on 12/30/14 which will appear in the next few business days. In addition, we are
sending Ms. **** a $50.00 gift card with our sincere apologies for the delay of her package. This gift card can be used at any of our 13 Orchard Brand Companies.
We are also enclosing a copy of the letter we are sending to Ms. **** with the gift card.

We apologize for any inconvenience this has caused Ms. *****.

We appreciate your assistance in this matter.

Sincerely,

****** *******
Office of the President






Consumer Response: I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Regards,

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

12/29/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: This company automatically signed me up for their VP program that they said I authorized, which I did not. They charged my credit cart $14.95 for 2 months until I caught this. This is a terrible way to treat customers. I feel I have been scammed by this company. I see this has happened to a lot of other innocent customers.

Desired Settlement: I want a refund for the 2 charges on my credit card.

Business Response: Thank you for forwarding the above referenced complaint.
 

On December 29, 2014, we called Ms. ****** and explained that after she made her
October 11, 2014 purchase on our website, she was presented with an opportunity
to save $15 off her next Blair purchase, simply for trying a membership in our Blair
VIP Plus program.  There was no obligation to accept this membership offer and her Blair purchase was not
contingent upon accepting the offer.

 

To enroll in this program, Ms. ****** clicked on the offer and was taken to a web
page that fully described the terms, benefits, and costs of Blair VIP Plus. By
entering her e-mail address, zip code, and clicking the “Join Now,” she
activated a membership in Blair VIP Plus.  Had Ms. ****** skipped any one of these steps, no membership would have
been established.   

 

As requested, we cancelled Ms. ******’s Blair VIP Plus membership on 12/28/14 and
issued two credits of $14.97 to her credit card.  An additional credit of $1.99 was issued for
the activation fee.  These credits were issued on 12/29/14.  Ms. ****** has been
fully refunded in the amount of $31.93.

 

As always, it is a privilege assisting our customer in the resolution of her complaint.

 

Sincerely,


 

****** ********

Assistant Compliance Coordinator

Consumer Response: I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Regards,

***** ******

12/18/2014 Problems with Product/Service
12/17/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered merchandise on 11/26/14 and received an email from "solutions" company stating product had been shipped. I then tried to track package through ***** and continued to see "shipping information printed" and no further progression of package. I got daily excuses from Blair blaming ***** and I finally contacted ***** myself on 11/29 and was informed, we never received package and if we have no record of it by now we will never receive it. I then contacted Blair again and was told they would not consider investigating it until 12/08. I explained to them that if ***** never got package how would it ever get to me? They said call back on 12/08 and not before. I then gave up dealing with them and contacted my credit card company, explained what had transpired to them and they agreed to recover the 81.94. This has been incredibly frustrating and hopefully this will warn other consumers to never do business with Blair.

Desired Settlement: I expect a full refund as no product. Hopefully my bank will be able to reserve charge

Business Response: December 2, 2014

ID ********, ***** ********


Thank you for sending us the complaint you received from ***** ********.

 

On Sunday 11/23/14, Ms. ******** placed order # ******** on our website. It normally takes 4 to 8 business days from the date an order is placed for the package to be delivered.  Her order was shipped by ***** *********. ***** picks up the package from our warehouse and then turns it over to the Post Office for delivery. ***** does not usually update the tracking information until they reach the first hub which in this case was **********, and they reached the hub on 12/01/14 at 10:24 p.m. The estimated delivery date for the order is 12/04/14 which would be the 8th business day.


We apologize to Ms. ******** for any misunderstandings or inconvenience, and we appreciate your assistance in this matter.


Sincerely, 

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

Customer Care Specialist

Office of the President

 

12/8/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Over charged $9.99 on recent purchase

Desired Settlement: Refund over charge of $9.99

Consumer Response: order number ******** dated 11/10/2014 with package id # *******

Business Response: Thank you for sending us the complaint you received from ***** ********.

 

On 11/13/14, we shipped him a size 2XL Navy Stripe Jog Suit (59.99), a size 2XL Red Mesh Jog Suit (49.99), plus sales tax (7.70), and $117.68 was charged to his **** credit card.

 

He returned the size 2XL Red Mesh Jogsuit for an exchange to a size XL Red Mesh Jogsuit. A credit of $43.50 was issued on 11/27/14 for the return (49.99), sales tax (3.50), and minus the SmartPost return label fee (-9.99) when he chose that method to return the merchandise. When the exchange order was shipped on 11/28/14 we charged $53.49 to his account for the smaller size (49.99), plus sales tax (3.50).

 

The fee for the return label is shown on the front of the label, and an explanation of the fee is shown on the back of the packing slip. Our customers are under no obligation to use the label. They can return merchandise on their own by using the delivery method of their choice.

 

This was Mr. ********’s first order with Blair, and we are sure he was unaware of our return policy. Therefore, we are processing a credit of $9.99 to his credit card to reimburse him for the return label fee.

 

Your assistance in this matter is appreciated.

 

Sincerely,

 

***** ** ******
Customer Care Specialist

Office of the President

 

Consumer Response: I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Regards,

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

12/5/2014 Billing/Collection Issues
11/26/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered silk longjohns for my father, when ordering online items showed as out of stock until 11/19/14. Yet the next day I received an email stating that one item was shipping and the other back-ordered. The day after that, I received email stating second item had shipped. When I checked my bank account, I saw that Wintersilks had charged me the original full amount, and then each item separately. The two charges were paid, but the first charge still shows as pending. Meanwhile, this has tied up those funds in my account. I have called Wintersilks 3 times, they promised to have someone call back but no one did, they told me my bank has to remove pending charge although my bank says it must be removed by the vendor. They are very disorganized and, I need that pending charge removed, as it was their mistake.

Desired Settlement: Please removed pending charge from Oct.20th, 2014. The items were paid for individually the next two days.Thank you.

Business Response: Thank you for sending us the complaint you received from **** *******
 
We called her on 11/05/14 to explain that we could have a fax sent to her bank to request that the authorization be reversed, but we needed the bin code and last four digits of her credit card number and the fax number for her bank’s authorization department. We provided our direct line so she could call us back with this information.

We did not receive a call back from Ms. ****** and we called her again on 11/07/14 and left a message. We are assuming that her bank either reversed the authorization or she chose to wait until it dropped off her account.

Your assistance in this matter is appreciated.

Sincerely,

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

Customer Care Specialist
Office of the President

11/25/2014 Problems with Product/Service
11/24/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: June 2014 received statement showed $0.00 balance. July 2014 received statement of $14.97 called them what is this for and they said for credit card I said I didn't want their credit card lady replied fine it will be cancelled and charges dropped today. August receive statement for 49.97 for late charges I called again lay said charges will b cleared from account could she fax me conformation I said I don't have fax but you can send email. I never received anything started getting call from ******** **** In which I told ***** the story and September Charges were up to $68.88. She said send them letter also. If I had made purchases or had not notified them it would be different I feel I do not owe these charges. Thanks for your help. ****** *****

Desired Settlement: Charges dropped.

Business Response: November 7, 2014
ID ******** ******* *** *****
Thank you for forwarding the above referenced complaint. We
apologize that your letter has only now reached our desk.

We have been in contact with ******* ***** via a phone call
on November 4th to explain that after she made her March 13, 2014
purchase on our website, she was presented with an opportunity to save $15.00
off her next Draper’s & Damon’s purchase, simply for trying a membership in
our Draper’s & Damon’s VIP Plus program. There was no obligation to accept
this membership offer and her Draper’s & Damon’s purchase was not
contingent upon accepting the offer.

To enroll in this program, Ms. ***** clicked on the offer
and was taken to a web page that clearly and conspicuously disclosed the terms,
benefits, and costs of the Draper’s & Damon’s VIP Plus program. By
affirmatively entering her e-mail address, zip code, and clicking the “Join”
button, Ms. ***** activated a membership in Draper’s & Damon’s VIP Plus.
Had Ms. ***** skipped any one of these steps, no membership would have been established.

Per Ms. *****’s request and consistent with the terms and
conditions of Draper’s & Damon’s VIP Plus program, we canceled her
membership on August 26, 2014. On October 27th we issued three
credits of $14.97 each (3 x $14.97) to her credit card and on November 4th,
we issued two credits of $14.97 each and one credit of $1.99 (2 x $14.97 +
$1.99) to her credit card. Ms. ***** has been fully refunded in the amount of
$76.84.

As always, it is a privilege assisting our customer in the
resolution on her complaint.

Sincerely,
***** ****

Compliance Coordinator

 

 

 

 

11/12/2014 Billing/Collection Issues
11/11/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Let me start by saying that dealing with this company has been a horrible experience for me. It started last year when I ordered a jogging suit for my mom. I was concerned it might not fit, because I had never ordered from you and was not sure how the sizes ran. The clerk enthusiastically set me up on a credit account touting that it would make it easier if I needed to return something, then my account would be credited instead of me being out of pocket for the merchandise. When it arrived I saw immediately that it was too big. I called right away and the clerk said to go ahead and return it, and that as soon as it was received the shipping fees would be reversed, because I returned the items within a day of receiving them. I placed another order, it was also too large. I returned it. I placed another order which was poor quality, but since she still did not have a sweat suit and she needed one, this one at least fit, so we said forget it and kept it. One of the orders was actually paid with my debit card. (see attached bank statement) A few months later I received a bill at my address that showed late fees for the items I had returned. I emailed and received email correspondence back that the returns had been received. I received another statement after all was said and done and it was showing that you were going to send me to collections and on top of it. So again I sent an email and when I did not receive a response I called and spoke to ***. (see my note on the statement). Pat apologized and said she would be removing the late fees and shipping charges because all returns had been received. It was at that time that I was told about some kind of VIP program that I did not sign up for and she said it was an additional charge per month. I told her I never signed up for that and I did not want it. I had had a horrible experience with you all the way around. She apologized and assured me those charges would be removed. 7 months later I am receiving collection calls from a 3rd party

Desired Settlement: I want them to clear the account and take me out of collection. I do not owe them anything!!!!!!

Business Response: ID ********, ******* ****
Thank you for sending us the complaint you received from ******* *****

When she returned the merchandise, there were remaining charges for shipping and processing that is not credited when merchandise is returned and return label fees when she chose that method to return the packages. Ms. **** also enrolled in our VIP Plus program and there were charges on her account totaling $31.93 for the program. Those charges have been removed and we issued credits totaling $28.97 for shipping and processing and the return label fees.

We also contacted ******** ******* Bank, the owner and administrator of the Blair Card, on her behalf regarding their charges. They assured us that she will not be held responsible for the remaining balance, and they will be sending her a confirmation letter.

Your assistance in this matter is appreciated.

Sincerely, 

***** ** ******
Customer Care Specialist
Office of the President

 

 

Consumer Response: I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Blair Company and ******** Bank also received letters from me when I sent the complaint to you. Theirs were sent via USPS, yours was done online. I did not expect such a rapid response. Please tell them to disregard my letters as it appears that they have resolved all of the issues.

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

11/5/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My wife used to like their clothes and customer service .... Alas, Winter Silks has turned into a low quality warehouse. So, I decided to have myself removed from their catalog mailing list. 12 months later I am still receiving their worthless catalogs despite repeated requests and complaints. I'm guessing their abject refusal to stop sending me landfill has something to do with their eroding customer base. They can now add another former customer who will never buy another thing from them again. Well Done! Winter Silks!

Desired Settlement: permanently remove me from their catalog/mailing/landfill list

Business Response: Thank you for contacting our office and providing us the opportunity to resolve the issue on Mr. *******'s behalf. Upon reviewing our files we find that a recent change was made to our catalog list to remove their name from our mailing list. Since our catalogs are prepared in advance to be sent to our customers, it may take a couple of months before the change takes full effect. We are also having our Marketing Department insure that all mailing lists bearing the *******'s name and address be removed from any mailing lists we may have purchased. We hope that this will resolve the matter to Mr. *******'s and your offices satisfaction. If we can be of further assistance please don't hesitate to contact us.

We appreciate this opportunity to be assistance to you.




10/31/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Somehow they have charged my bank account $14.97 per month for an extended period of time. I must have responded to an advertisement and somehow they tricked me into them deducting $14.97 per month on a continuous basis, until I noticed it on my bank statement, and I called them and they cancelled it immediately. I feel they should refund all the monthly payments, because I was unaware that they were doing the deductions.

Desired Settlement: That Blair refund all the monies that they have charged me, and that they should change their tactics in customer charging.

Business Response: Thank you for forwarding the
above referenced complaint.

On October 16th we called Mr. ****** to explain that after he made his
October 12, 2013 purchase on our website, he was presented with an
opportunity to save $15 off his next Blair purchase, simply for trying a
membership in our Blair VIP Plus program. There was no obligation to
accept this membership offer and his Blair purchase was not contingent
upon accepting the offer.

 

To enroll in this program, he clicked on the offer and was taken to a web
page that fully described the terms, benefits, and costs of Blair VIP Plus.
By entering his e-mail address, zip code, and clicking the “Join Now” button,
Mr. ****** activated a membership in Blair VIP Plus. Had Mr. ****** skipped
any one of these steps, no membership would have been established.

 

Per Mr. ******* request, we canceled his membership on October 11, 2014
and on October 15, 2014 we issued twelve credits of $14.97 each plus one
credit of $1.99 to his credit card.



As always, it is a privilege assisting our customer in the resolution of his complaint.

 

Sincerely,

 

 

***** ****
Compliance Coordinator

10/31/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a pair of shoes from Blair on October 2, 2014. The original cost was 45.99. With shipping cost, it was 55. 98. I had to return the shoes, as they did not fit well. I found on my bank statement that I was only given 36.00 for my returned item. Upon calling Blair, I was told that I was charged 9.99 for shipping and 9.99 for returning the item.

Desired Settlement: I would like to receive my full refund amount.

Business Response: Thank you for sending us the complaint you received from Ms. ********.

 

Like most companies, shipping and processing charges are not refunded when merchandise is returned, and there is a $9.99 fee for each use of the SmartPost return label that is attached to our packing slips. The fee is shown on the front of the label, and an explanation of the fee is shown on the back of the package slip. Our customers are under no obligation to use the label. They can return merchandise on their own by using the delivery method of their choice.

 

In the interest of customer satisfaction, we are processing a credit of $19.98 to Ms. ********** ********** to reimburse her for the shipping and processing charges and the return label fee.

 

Your assistance in this matter is appreciated.

 

Sincerely,

 

***** ** ******
Customer Care Specialist

Office of the President

 

 

 

Consumer Response: I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Regards,

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

10/16/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Purchased an item which I returned. I was charged a fee of 14.95 to obtain Linen Sources VIP plus status so I would receive the item at a reduced rate. After returning the item , I was billed for the 14.95 which I paid. Then realized that the 14.95 fee was a recurring monthly fee. I was then charged a late fee. I called on Aug 2, 2014 and explained that I no longer wanted the VIP status and had misunderstood that the fee was a recurring one. All fees at that time , including late fees were waived. The women at Linen Source was most helpful and assured me that all my responsibilities toward Linen Source (and ******** ****) were taken care of. I then received another bill stating that I owed the same late fees and additional fees on top of that because I had not paid the original fees. I called again and the woman at Linen Source apologized for the billing mischarge. She said she would talk to her manager and again all fees were waived. Again I was told that my responsibilities for any further payments were taken care of . She said that I would receive a letter stating that this was so. I did receive a letter from ******** **** stating that I still owed 28.97. Perhaps my argument should be with ********, but I thought I had cleared this up with Linen Source. Also , the math does not add up correctly . I am so confused by the letter. I was also getting at least 6 calls a day from Linen Source , saying my bill was past due. I did not know that the calls were from Linen source (or ********) because no one left a message. Since I was getting multiple calls on my cell phone, I really did not want to call back. I was suspicious maybe cautious and renewed my application to donotcall.gov. I took my phone to ******* where the representative kindly called the number on my cell and found that it was Linen Source (********?) The ******* rep then handed me the phone and I spoke with the man on the phone and said that all the fees had been taken care of and to please stop calling my cell and home phones. He agreed that the phone calls would stop. I am very frustrated as I have always had excellent credit, always have paid my bills on time and have a respect to companies which provide me with their products. One of my thoughts was to pay the balance and be done with the whole issue. I have many more important things to do than to spend it disputing this small amount of money. But it's the principle of the whole thing. Linen Source has not provided me with anything. I returned the item purchased and paid the 14.95 VIP fee and should have been done . Now I am afraid , even if I pay what I should not owe, that the bills will still continue to come.

Desired Settlement: Please send letter saying that my fees are waived as per conversation with Linen Source rep spoken to on both August 2 and on Sep 9.

Business Response: Thank you for forwarding the above referenced complaint.

On October 15, 2014 we called Ms. **** and explained that after she made her May
30, 2014 purchase on our website, she was presented with an opportunity to save
$15 off her next Linen Source purchase, simply for trying a membership in our Linen
Source VIP Plus program.  There was no obligation to accept this membership offer
and her Linen Source purchase was not contingent upon accepting the offer.

To enroll in this program, she clicked on the offer and was taken to a web page
that fully described the terms, benefits, and costs of Linen Source VIP Plus.
By entering her e-mail address, zip code, and clicking the “Join Now,” she activated
a membership in Linen Source VIP Plus.  
Had she skipped any one of these steps, no membership would have been
established.

 

As requested, we cancelled Ms. ****’s Linen Source VIP Plus membership on August
12, 2014 and issued one credit of $14.97 at that time.  Today, October 15, 2014 additional credits of
$14.97 and $1.99 were issued to her credit card.  Ms. **** has been fully refunded in the
amount of $31.93.

 

We have contacted ******** **** regarding this matter also.  ******** **** has issued credit to bring Ms.
*****s balance to zero.  In addition, the late payment information has been deleted from the account, and the credit
limit has been reinstated.

 

Your assistance in this matter is appreciated.

 

Sincerely,


****** ********
Assistant Compliance Coordinator



 

Consumer Response: I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Regards,

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

9/30/2014 Problems with Product/Service
9/29/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: JAI* TOG SHOP, started charging my discover card in 2012 (or before) $14.95 each month. I was not aware that I was being charge. My husband paid the bills and since I have made purchases to The TOG SHOP for clothing, he assumed that it was for something I purchased. I was recently in the hospital and when I looked at the invoice I saw the charge. I started to look back on my bills and I have been charged for at least 24 months. I contacted Discover to file a dispute. I contacted JAI* TOG SHOP at ###-###-#### and they only offered me 4 credits of $14.95. They said I was offered a Rewards program $20 off next order and free shipping for a monthly $14.95. My husband and I would never agree to this. I am looking to get at least $388.70 in a refund. I have reviewed this issue on the internet and others have stated this is a fraud and scam. I am old and feel that this is a crime against the elderly. Can you help me?

Desired Settlement: I am looking to get at least $388.70 in a refund. This may go back further than 24 months. Please help.

Business Response:

Thank you for forwarding the above referenced complaint.

 

On September 25th we called Ms. ******* and left a message explaining that after she placed her June 8, 2011 order, she was presented with an opportunity to accept a membership in The Tog Shop Rewards program for a full 30 days. This offer included receiving, in the form of a gift code number, $15 off her next The Tog Shop purchase. At no time was Ms. ******* ever obligated to accept this membership offer and her Tog Shop purchase was not contingent upon her accepting the offer.

 

The representative taking Ms.********* order is required to inform all customers of the program terms before asking if they would like to accept. Any customer who is interested in the offer is asked to enter the last four digits of their telephone number on their telephone key pad to confirm their acceptance. It is explained to the customer that after the 30 days, the membership will automatically continue for a membership fee of $14.95 per month, billed by us as The Tog Shop Rewards to the same credit card, unless she asks to be canceled from the program. Cancellation may be made at any time with no further obligation.

 

As requested, we cancelled Ms. *******’s The Tog Shop Rewards membership on August 6th and two credits of $14.95 each (2 x $14.95) were issued via chargebacks to her credit card. On September 25th, eight credits of $14.95 each (8 x $14.95) were issued to her credit card and twenty-seven credits of $14.95 each and one credit of $1.95 (27 x $14.95 + $1.95) were issued via refund checks. Ms. ******* has been fully refunded in the amount of $555.10.

 

As always, it is a privilege assisting our customer in the resolution of her complaint.

 

Sincerely,

 

 

 

***** ****Compliance Coordinator 

Consumer Response: I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I will be truly satisfied once I have received all credits totaling $555.10. I know I did not sign up for any such reward program. I am 85 years old and believe this was a scam against older people. I want to thank you for handling this issue quickly and I greatly appreciate you for helping me.

9/19/2014 Problems with Product/Service
9/17/2014 Advertising/Sales Issues
9/11/2014 Billing/Collection Issues
8/26/2014 Billing/Collection Issues
8/25/2014 Problems with Product/Service
8/12/2014 Billing/Collection Issues
8/11/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I am not a regular Appleseed's customer. I made an online purchase on January 16/17 2014 with a seldom used credit card and (apparently) "signed up" for a VIP membership. I have absolutely no recollection of signing up for this - it would not have interested me as I am not a regular shopper.Because the credit card is seldom used, I don't examine the statement closely on a regular basis. Today, I noticed that I was charged $1.99 on January 16, 2014, and, then, beginning on February 15, 2014, have been charged $14.97 every month for this membership. I have been charged $14.97 six times - Feb - July. I called Customer Service today to find out what the charge was for and was informed that I signed up for the program. I was told that they would cancel my membership, effective today and that I would not be charged for any additional months. When I requested a refund of all of the charges to date, the representative said she could refund 1 month. I next mentioned that I would file a dispute with my credit card company, and she then checked with her manager and said that she was authorized to refund the past 90 days charges (I'm not sure if that means 3 month's charges of the $14.97). I'm not sure how this membership is actually offered or advertised, but, it is obviously not apparent to the consumer that you are signing up for it. (I still question that I actually did sign up for it).

Desired Settlement: Refund of all charges - $14.97 x 6 and $1.99. total of $91.81

Business Response:

On August 7, 2014 we called Ms. ****** and left a message to explain that after she made her January 14, 2014 purchase on our website, she was presented with an opportunity to save $15 off her next Appleseed’s purchase, simply for trying a membership in our Appleseed’s VIP Plus program.  There was no obligation to accept this membership offer and her Appleseed’s purchase was not contingent upon accepting the offer.


To enroll in this program, she clicked on the offer and was taken to a web page that fully described the terms, benefits, and costs of Appleseed’s VIP Plus. By entering her e-mail address, zip code, and clicking the “Join Now,” she activated a membership in Appleseed’s VIP Plus.   Had she skipped any one of these steps, no membership would have been established.


As requested, Ms. ******’s membership in Appleseed’s VIP Plus was canceled on August 6, 2014.  On August 6, 2014 we issued three credits of $14.97 each (3 x $14.97) to the credit card for a total of $44.91.  On August 7, 2014 we issued an additional three credits of $14.97 each plus one credit of $1.99 (3 x $14.97 + $1.99) to the credit card for a total of $46.90.  A full refund of $91.81 has been issued to Ms. ******’s credit card. 

 

As always, it is a privilege assisting our customer in the resolution of her complaint.

 

Sincerely,

 

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

Assistant Compliance Coordinator

Consumer Response: I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

8/4/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I recently ordered a product from the company Linen Source. After receiving the product I noticed that it was damaged so I contacted the customer service. Instead of replacing the product I decided I would just like to return the product and receive the total refund of the product. The cost of the product was $195.95 + $19.99 for shipping which appeared on my bank statement on 7/1/2014. Since the product was damaged in the mail, the customer service representative insisted that I keep the product and not return it because it was damaged. They also told me that they would refund the total price of the product plus the shipping within 48 hours which would total $205.94. Instead they shipped another product and charged my account again of $165.96 on 7/16/2014 again without my authorization. I called again and spoke with a supervisor, Mr. *******, where he said they would credit my account once again and cancel the order. The following day I received a second product in the mail. I called again and Linen Source credited me $185.95 on 7/15/2014. After talking to him I notified him that I would report his business and he told me to do whatever I needed to do and hung up on me. After all of these events took place I am still owed $185.95.

Desired Settlement: I would like to have the rest of my money owed to me to be put back into my account. The total amount owed from Linen Source is $185.95.

Business Response:

We received a call from his fiancé, ******* ******, this morning regarding this matter. We assured her that the credit for $185.95 went through our system on 07/16/14. Mr. ******** was in the room with her at the time, and he verified with his bank online that the credit was there. We also explained to Ms. ****** that there was no need to return the exchange order that was shipped to her in error.

 

Your assistance in this matter is appreciated.

 

Sincerely,

 

 

 

***** ** ******Customer Care Specialist

Office of the President

 

8/1/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I placed an order with this company and have been charged an extra $14.97 for the last 2 months. They say it is for a discount plan that I don't believe, I authorized. I believe they understand most of thier customers are old and easy targets for charging extra costs. Will not utilize their services again.

Desired Settlement: Mostly to warn others of thier practices.

Business Response:

On July 17, 2014 we called Ms. ******* and explained that after she made her April 30, 2014 purchase on our website, she was presented with an opportunity to save $15 off her next Gold Violin purchase, simply for trying a membership in our Gold Violin VIP Plus program.  There was no obligation to accept this membership offer and her Gold Violin purchase was not contingent upon accepting the offer.

 

To enroll in this program, she clicked on the offer and was taken to a web page that fully described the terms, benefits, and costs of Gold Violin VIP Plus. By entering her e-mail address, zip code, and clicking the “Join Now,” she activated a membership in Gold Violin VIP Plus.   Had she skipped any one of these steps, no membership would have been established.

 

As requested, we cancelled Ms. ********* Gold Violin VIP Plus membership on July 16, 2014 and issued two credits of $14.97 and one credit of $1.99 to her credit card.  Ms. ******* has been fully refunded in the amount of $31.93.

 

Your assistance in this matter is appreciated.

 

Sincerely,

 

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

Assistant Compliance Coordinator 

 

7/25/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Blair is falsely advertising items they do not have but are back ordered and they do not disclose this fact so consumer can make an informed decision to submit order or shop elsewhere. They are charging credit card for full amount of purchase, not processing and shipping out items right away, and lying about the fact that order is in shipping. They refuse to cancel order and credit the full amount back to card and continue to lie about the status of order. Four days have passed and my order has not shipped. Four days and my money is not accessible to me. I could have chosen to shop at another company online if I was not so deceptively mislead about the facts. Rather than cancelling my order and not charging my **** when infact Blair could have since my order had not been processed or in shipping, but lied about to continue to mislead me. Not only are these unfair business practices for other companies who could have got my business, it is fraudulent and misleading advertising about available items when they are not available and charging a credit card when items will not be shipped out. This way they can attempt to retrieve the shipping cost when the order is refused. There is a criminal win for Blair and a costly loss for consumer with these types of deceptive business practices. Not to mention that the consumer's money is not accessible to him/her for several weeks.

Desired Settlement: Full refund of $24.95 immediately. Right Now!

Business Response:

Thank you for forwarding the complaint to us from ***** ***.

 

Our records indicate Ms. *** attempted to have her order cancelled on July 17, 2014. Her order was too far along in processing for us to cancel at that time. Her order was shipped on July 18, 2014 with Fedex smartpost tracking number **********************. Her order shipped complete with no items on backorder. Our standard shipping time is 4-8 business days. We have waived the return label fee if the customer would like to return her order for a full refund.

 

Your assistance in resolving this matter for Ms. *** is appreciated.

 

Sincerely,

 

 

 

****** *******
Customer Service Specialist

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and yes, I certainly do want a full refund.  The package will be picked up by USPS July 25, 2014 and returned to Blair.  As far as Blair's response regarding package shipped on July 18, 2014, the message I received from Blair on July 18 does not state my order has shipped.  All that message states is "package will ship soon" with no definite shipping date.  Blair is the only company that charges credit card 4  days before shipping order, does not provide a shipping confirmation message to inform customer that package has shipped, and provides a return prepaid label for $9.99.  All other mail order companies I purchase from charge anywhere from $5.95 to $7.95 for their return shipping.  I firmly believe these are deceptive business practices by Blair, and I am without $24.95 of my money since July 15, 2014.  Who knows when Blair will decide to credit my account.  The consumer should know about, and be aware of how this company operates so they can make a fully informed choice about whether to purchase from company or not. 

Regards,

 

***** ***

 

 

 

 

7/16/2014 Billing/Collection Issues
7/14/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Order # ******** items returned. Refund of $44.97 not received.The reason for the return was pants that were the wrong size. I have been buying the same thing for almost 10 years. Ordered exactly the same size and color as previous. The actual pants size and the label size didn't match. What was received was a full 2 sizes smaller. I have the old ones to prove it. Blair was 100% responsible for the problem. I got an e-mail notice on 3-12-14 that Blair had received the return and issued a refund. It's been 4 months and I've seen NOTHING. I waited months for their "processing". Finally sent an e-mail about their failure to get this resolved to the "reply to" address on their message and it was kicked back as "mail blocked". I tried that twice more with the same result. I logged into my account and sent the message to customer service by way of the Blair website. A message came back acknowledging receipt of same and said customer service would contact me. The next day came a second message that the first message had been blocked and kicked back to me - no response coming. Yesterday was the 2rd try by that route with the same result. I'm not buying this as some kind of system error. It's deliberate and unacceptable.

Desired Settlement: $44.97 as refund to my credit card used for the original purchase or paper check mailed to me. Two points. 1) I will not accept store credit 2) I will not accept "return shipping charges" that take away the refund due me. Blair was 100% responsible for everything stated here.

Business Response:

Thank you for sending us the complaint you received from ******* *****.

 

A credit of $34.98 was issued to **** ****** ** **** on 03/12/14 for the merchandise he returned (44.97) less the return label fee (-9.99). We are processing an additional credit of $9.99 to reimburse him for the return label fee. The credit should be in his account by the middle of next week.

 

The reference number for the $34.98 credit on 03/12/14 is ***********************. Mr. *****’s bank should be able to locate the credit by this reference number.

 

We were concerned about his emails being returned with the message “Mail Blocked”. Although we do have the capability to block emails, there are no emails on the list at this time. If Mr. ***** kept these emails, we would appreciate it if he would forward them to ****************** and we will be happy to look into this for him.

 

Your assistance in this matter is appreciated.

 

Sincerely,

 

 

***** ** ******Customer Care Specialist

Office of the President

 

 

 

 

 

Consumer Response:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  All things related to me were taken care of promptly.

I sent copies of the mail block messages to Blair and they are investigating.   Very bizarre and apparently a surprise to Blair.   Perhaps this minor complaint brought out a bigger problem that I'm not personally involved in but will help Blair.

Thank you for the assistance.

Regards,

 

 

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

 

 

 

 

7/9/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I had tentatively ordered an item online 6-8 weeks ago, but the item was on an indefinite back order so I cancelled the order. Yesterday the company withdrew payment from my debit/checking account which overdrew my account. They had never notified me regarding this order to verify if I was still interested or that the item was now available if I was still interested. The item has not shipped but they can do nothing to stop it, now I have to wait for the item to be delivered then return the item and wait for my refund. Meanwhile I have incurred overdraft charges besides an unauthorized withdrawal. I am not sure what their policy regarding cancelled or backorder items is because I couldn't get a straight answer. But I do know the had my email address and I should have been contacted. The order number is ********, I didn't have this info because I cancelled the order but when I called to make my complaint this is the number they gave me.

Desired Settlement: I want a refund

Business Response:

On 06/20/14, copies of Ms. ***’s chat to customer service and a write-up of her telephone call to cus***er service were forwarded to our office. We issued a credit of $58.46 to her credit card on 06/20/14, and it went through our system on 06/23/14. The funds should be in her account in approximately three business days. We sent her an email the same day, and we have attached a copy of the email along with her response. If her bank is unwilling to reverse the overdraft charges, they should fax a copy of the charges to my attention at ###-###-####.

 

Your assistance in this matter is appreciated.

 

Sincerely,

 

 

***** ** ******Customer Care Specialist

Office of the President

Orchard Brands

7/9/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: When purchasing online you are signed up for "Blair Rewards Program" without the information about this program being fully disclosed. When talking with the company rep I was told that had being ongoing since Oct. 2012.

Desired Settlement: Refund for the accrued amount.

Business Response:

            Thank you for forwarding the above referenced complaint.

           

On June 23, 2014 we called Ms. ****** and left a message to explain that after she made her October 2, 2012 purchase on our website, she was presented with an opportunity to save $15 off her next Blair purchase, simply for trying a membership in our Blair Rewards program.  There was no obligation to accept this membership offer and her Blair purchase was not contingent upon accepting the offer.

 

To enroll in this program, Ms. ****** clicked on the offer and was taken to a web page that fully described the terms, benefits, and costs of Blair Rewards. By entering her e-mail address, zip code, and clicking the acceptance button, Ms. ****** activated a membership in Blair Rewards.   Had Ms. ****** skipped any one of these steps, no membership would have been established.

 

As requested, we canceled Ms. ******’s Blair Rewards membership on June 19th and issued one credit of $14.95 to her credit card. On June 23rd, we issued eleven credits of $14.95 each   (11 x $14.95) to her credit card and eight credits of $14.95 each plus one credit of $1.95            (8 x $14.95 + $1.95) via a refund check. Ms. ****** has been fully refunded in the amount of $300.95.

 

As always, it is a privilege assisting our customer in the resolution of her complaint.

 

Sincerely,

  

***** ************** Coordinator           

 

 

 

6/27/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I received an email offering free shipping to complete my order with the items in my bag. Those items were promotionally priced so that if you purchased 2 or more, there was a per-item discount, no promotion code needed. The free shipping code in my email did not work so I contacted Customer Service. They said I could not use it with any other promotions, even though the email itself said there were no minimums or restrictions and it showed the items that were in my bag -- which were priced on promotion. Here is the wording from the original email:Get free shipping with no minimum on items left in your bag. Having trouble? View in web browser Free Shipping - No MinimumLike Us On FacebookNew ArrivalsApparelAccessoriesShoesMonterey BaySale and OutletYour online shopping bag is set to expire.Place your order today & receiveFREE SHIPPINGon your entire order.Enter Promo Code ******** ** Redeem.Click Here for the New ArrivalsITEMS CURRENTLY IN YOUR SHOPPING BAGSleeveless ****** ************ *********** **** ******** **** Free Shipping on Standard Shipping only. Please add *************************** to your address book. UNSUBSCRIBE PRIVACY POLICY | CONTACT US | CUSTOMER SERVICE 2012 Appleseed's Inc. 30 Tozer Road, Beverly, MA 01915

Desired Settlement: I would like BBB to flag that Appleseeds does not honor its advertised offers. This email and their refusal to honor the free shipping they offered for items in my bag seems like a violation of the truth in advertising laws. They have permanently lost me as a customer.

Business Response: Thank you for contacting our office in regard to Ms. *****'s complaint and providing us with the opportunity to resolve. 

 
in reviewing our files we find we find that we have not received a recent order from Ms. *****. If she was attempting to place an online order it was not submitted for processing. Apparently she contacted our Customer Service regarding an online promotion of free shipping and also a pricing discount for ordering two or more tops. Unfortunately, she was provided with misinformation and was advised she could not take advantage of both offers. We apologize that she was provided with incorrect information and cancelled her order before submitting it. Our company does have a policy to only be able to apply one promotional offer per order. However, the offer that 
Ms. ***** was attempting to take advantage of was a discount for purchasing two or more of the same item and this is not considered a promotional offer such as free shipping or a coupon offer for money off. 
 
We are taking the necessary steps to prevent this from happening in the future. We sincerely apologize for the misunderstanding and inconvenience caused.
 
We hope this will resolve the matter for Ms. *****. If we can be of further assistance, please don't hesitate to contact our office.
 
Sincerely,
 
 
**** ******* Customer Service Specialist

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Appleseeds' response fails to address my complaint:

1. I received an email offer of free shipping if I would COMPLETE THE ORDER within the next 24 hours for the items that were sitting in my bag. I clicked the link in the email about 8 hours after it was sent to me, well within the 24-hour window. 

2. The email offered free shipping for the items currently in my bag -- and it listed 2 of the items in my bag. Those items were on a promotion for a lower price when buying 2 or more. 

3. The offer explicitly stated "no minimum purchase" and it contained NO LANGUAGE about any exclusions. 

4. I attempted to place the order and get the offered free shipping by typing in the code provided in the offer email. After typing in the code for free shipping, I got a popup screen that said this code was invalid.

5. After getting the "invalid code" popup screen, I contacted Customer Service via their email form.

6. Customer Service replied via email stating I could place the order; then call Customer Service for free shipping PROVIDED MY BAG CONTAINED NO PROMOTIONS. This directly contradicted the offer email.

7. I replied via email to Customer Service clarifying what the offer said and in fact copied and pasted their original offer so they could see the wording.

8. I received two completely off-the-mark replies from Zachary in Customer Service telling me there was a semantic difference between "sale" items and "promotional" items. He failed to address the fact that the original offer email contained no language prohibiting free shipping if the bag contained items on promotion or sale. Furthermore, he did not bother to clarify whether the items in my bag were "sale" or "promotion" even though Appleseeds clearly had access to my bag, since they showed two of those items in the original offer email. 

9. At no time did Customer Service attempt to engage me or clarify the matter by asking further questions about what was in my bag. They simply assumed I was in the wrong and they completely failed to address the language in the original offer email, which contained no exclusions for free shipping if I would purchase the contents in my bag in 24 hours, no minimum purchase required and no stated exclusions. That email listed 2 of the items in my bag -- so clearly, Appleseeds was able to view what I was planning to purchase. 

10. If Appleseeds did not want to offer free shipping as an incentive to complete my purchase in 24 hours, then it should either (1) NOT have sent the email at all or (2) explicitly and clearly stated in the offer email that the free shipping offer did not apply to promotional and sale items -- or that it would allow either the free shipping or no promotional pricing, one or the other -- not both. 

11. The response from Appleseeds to BBB is similar in tone to the responses from Customer Service to me via email. They failed to acknowledge the wording of the original email. As a result, they have lost me as a customer. How difficult would it have been to allow free shipping? 

12. I maintain that Appleseeds fraudulently advertised free shipping when in fact they had no intention of offering this. The offer email should have been clear about the exclusions -- and since it was not clear, then Appleseeds Customer Service should have honored the free shipping as a gesture of goodwill and acknowledgment that their offer email was misleading. Instead, they continue to state that I am in the wrong. 

Wow. Way to build customer loyalty.

Regards,

**** *****

 

 

6/23/2014 Problems with Product/Service
6/17/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I ordered two pair of pants for my husband. Upon further review, I noticed that they had my address incorrect.I called them to correct this and got a total array of negative attitudes about changing it. I decided based on this encounter to cancel my order altogether. The order was still in processing and had not been charged. No one cancelled it, and it still was charged and sent. The dateline from the original order on May 19,2014 until still in processing on May 22,2014 was plenty of time to cancel it and not charge my account, even per paypal agreed.

Desired Settlement: i want a full refund

Business Response:

Thank you for sending us the complaint you received from **** ***** **********

 

We have issued full credit on 6/2/14 to Ms. *********’s Paypal account for the order we were unable to cancel. When the customer contacted us to cancel the order, it was too far along in processing. The tracking on the order is showing it is on the way back to us. Credit was issued for $49.98.

 

Your assistance in this matter is appreciated.

 

Sincerely,

 

 

 

****** *******
Customer Service Specialist

Office of the President

 

6/11/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I ordered a skirt from Blair and when I received it I did not care for it so I sent it back with the return label that was sent to me with the merchandise. The price of the skirt was $29.99 and shipping cost was $9.99 Total $39.98. I emailed customer service to ask when my credit card would have the credit on it and was told that I would only be getting $20 credit. Blair charged me another shipping charge for the return. This product cost me $19.98 in shipping. I should not be paying for two shipping charges when Blair sent the return label to me with my merchandise. Hopefully, this issue can be resolved and I will get the second shipping charge as a credit on my card.Thank you for your time regarding this complaint

Desired Settlement: That the second shipping charge of $9.99 show as a credit on my card

Business Response:

Thank you for sending us the complaint you received from ****** *****.

 

The original charge for the order was $39.98 for the skirt (29.99) plus shipping and processing (9.99). Shipping and processing is not credited when merchandise is returned. When Ms. ***** returned the skirt, a credit of $20.00 was issued on 06/03/14 for the return of the skirt (29.99) minus the return label fee (-9.99).

 

The fee is shown on the front of the label, and an explanation of the fee is shown on the back of the packing slip. She was under no obligation to use the label. Merchandise can be returned by using the delivery method of her choice. We have attached copies of both sides of our packing slip and our return policy.

 

Due to the misunderstanding, an additional credit of $19.98 is being processed for both the shipping and processing charges and the return label fee.

 

Your assistance in this matter is appreciated.

 

Sincerely,

 ***** ** ******

Customer Care Specialist

Office of the President

 

 

 

Consumer Response: Good evening

Regarding my complaint #******** - I made a copy of the mailing label and did not see - in small print - that indeed the cost of using the label would be $9.99 so that being said I would like to drop the complaint against Blair.

Thank you for time regarding this complaint.

Regards

****** *****

 

 

 

 

 

 

 

6/4/2014 Problems with Product/Service
6/4/2014 Problems with Product/Service
6/2/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had ordered some clothing & was charged $72.97, the problem is that when you send back the items to them by using the pre paid postage they take off $9.99. I was only given credit for $49.99 which is incorrect & it should be $62.98.

Desired Settlement: I want the $12.99 that is still owed to me

Business Response:

Thank you for sending us the complaint you received from ***** *******

 

The original charge for order # ******** was $72.97 for a Navy Floral Casual Dress (29.99), Blue Jacket Dress (29.99), plus shipping and processing (12.99). A credit of $49.99 was issued on 05/29/14 for the two products she returned (59.98) less the return label fee (-9.99). The original shipping and processing charges are not refunded when merchandise is returned.

 

In the interest of customer satisfaction, we are processing a credit of $22.98 to Visa for both the original shipping and processing charges and the return label fee.

 

Your assistance in helping us to resolve this matter for Ms. ****** is appreciated.

 

Sincerely,

 

 

***** ** ******Customer Care Specialist

Office of the President

 

 

 

 

 

 

Consumer Response:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

 

5/20/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have just discovered unauthorized charges of $14.95 per month going back 3+ years. I supposedly enrolled in a rewards program when I ordered something in Jan 2011. (I definitely will be watching statements more closely.) I see numerous complaints about this practice with Norm Thompson going back for YEARS. I did contact them today using the phone number on my credit card statement to drop the service I did not request, and was initially offered a refund of 2 months' charges. After further discussion, representative offered 4 months but refused anything more. I have also contacted my credit card company to ensure no more charges will be accepted, and they have opened a dispute for fraudulent charges. I have also contacted Norm Thompson customer service via email and requested a full refund of the charges.

Desired Settlement: Refund of 40 months of monthly charges totaling $598.

Business Response:

Thank you for forwarding the above referenced complaint.

On May 2, 2014 we emailed Ms. **** to explain that after she placed her April 1, 2011 purchase on our website, she was presented with an opportunity to save $15.00 off her next Norm Thompson purchase, simply for trying a membership in our Norm Thompson Rewards program. There was no obligation to accept this membership offer and her Norm Thompson purchase was not contingent upon accepting the offer.

To enroll in this program, Ms. **** clicked on the offer and was taken to a web page that fully described the terms, benefits, and costs of Norm Thompson Rewards. By entering her email address, zip code, and clicking the acceptance button, Ms. **** activated a membership in Norm Thompson Rewards. Had Ms. **** skipped any one of these steps, no membership would have been established.

Per Ms. ****’s request, we canceled her Norm Thompson Rewards membership on May 1, 2014 and issued twelve credits of $14.95 each (12 X $14.95) to her credit card and twenty-five credits of $14.95 each plus one credit of $1.95 (25 X $14.95 + $1.95) via refund checks. Ms. **** has been fully refunded in the amount of $555.10.

As always, it is a privilege assisting our customer in the resolution of her complaint.

Sincerely,

***** ****

Compliance Coordinator

Consumer Response:

Hi, I wanted to provide you with an update regarding my complaint against Norm Thompson’s Reward program.  I have received a full refund from them this week. J

 

Thank you very much,

 

**** ****

 

5/6/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On April 4, 2014 I ordered 2 flutter tees ivory large. When they arrived, they were not silk but some sort of synthetic fabric so they were returned. The cost was $88.97 . The order number is ********. Now they claim they did not receive it when someone at their end stole the blouses and refuses to give me a refund. The first fraud was advertising silk fabrics that were a fake synthetic fabric called modal. Then they refused to refund the purchase price and mailing. That is fraud and people need to be warned about how badly Wintersilks.blair.com treats their loyal customers and robs them.

Desired Settlement: I want a refund of $88.97 for the two fake silk blouses that were returned in good faith only to be stolen at their end. If they are so hard off they have to rob loyal customers who have been customers for many years, then they need to shut down.

Business Response:

Thank you for sending us the complaint you received from **** ******.

 

We telephoned Ms. ****** on 04/29/14 to explain that it normally takes 10 to 14 business days from the date of the return for credits and/or exchanges to be processed.  Credits for $75.98 and $12.99 are being processed for the returned merchandise and the shipping and processing charges. The credits should be in her account by the end of this week or early next week.

 

We have attached a printout from our website showing that the product is advertised as “Modal” and not “Silk”.

 

Modal® is a man-made regenerated fiber. British generic fiber category for manufactured fiber of cellulose known for chemical, moth, and mildew resistance. Also recognized for heat and/or burn resistance. Modal® is a bio-based fiber made by spinning reconstituted cellulose from beech trees. It is about 50% more hygroscopic, or water-absorbent, per unit volume than cotton is. It is designed to dye just like cotton, and is color-fast when washed in warm water.

 

Your assistance in helping us to resolve this matter for Ms. ****** is appreciated.

 

Sincerely,

 

 

***** ** ******Customer Care Specialist

Office of the President

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

**** ******

 

 

5/1/2014 Problems with Product/Service
4/23/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On March 1st, 2014, I placed an order, number ********, for a pair of size 14 slippers. A little over two weeks later I received a package with slippers inside. I tried them on. I must wear a size 14 because that is my foot size. This pair of slippers was not a size 14. They were so tight that I could not get my foot inside. Since 14 was the largest size that they offered, and these were not a size 14, I packaged up the slippers and used the Blair Return Merchandise label and gave it to my postal delivery person. I was charged $31.98 for this order. Blair only credited my ****** account $15.00. When I called Customer Service I was told that Blair deducted the $6.99 for their shipping and handling to me as well as $9.99 for using their return label. I am contending that the mistake was not mine. I ordered size 14. I got a much smaller size than 14. Either Blair mislabeled their product or their supplier did. I should not be charged for their mistake.

Desired Settlement: I want my remaining $16.98 refunded.

Business Response:

Thank you for sending us the above referenced complaint.

 

Due to the circumstances Mr. ******** described in the complaint, we agree that he should not be held responsible for the shipping and processing charges and the return label fee.  A credit of $16.98 is being processed, and the funds should be back in his account in the next 3 to 5 business days.

 

Your assistance in helping us to resolve this matter is appreciated.

 

Sincerely,

 

 

***** ** ******Customer Care Specialist

Office of the President

4/10/2014 Billing/Collection Issues
4/8/2014 Billing/Collection Issues
4/8/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: The Blair Corporation charges $14.95 a month for nothing but the 'privledge' of holding a Blair Rewards card. This business practice is not clearly stated anywhere on their website. I called this company today, 4/2/2014 and was told that I was informed of the charge by mail. Evidently it is buried in the small print of some type of information that was supposedly mailed to my residence. I have never seen this data, I would never have agreed to such a practice had it been clearly presented to me at the onset.

Desired Settlement: In my opinion this company owes me $303.95, as this is the amount they have charged to my ******** card over the past 21 months. I did ask them for a refund today and was told they would refund $29.90, 2 months of charges for the 21 months they have taken.

Business Response:

After Ms. ********* made her June 3, 2012 purchase on our website, she was presented with an opportunity to save $15 off her next Blair purchase, simply for trying a membership in our Blair Rewards program.  There was no obligation to accept this membership offer and Ms. *********’s purchase was not contingent upon accepting the offer.

 

To enroll in this program, Ms. ********* clicked on the offer and was taken to a web page that fully described the terms, benefits, and costs of Blair Rewards. By entering her email address, zip code, and clicking the acceptance button, Ms. ********* activated a membership in Blair Rewards.  Had Ms. ********* skipped any one of these steps, no membership would have been established.

 

We canceled Ms. *********’ Rewards membership on April 2, 2014 and issued two credits of $14.95 each (2 x $14.95) to her credit card. On April 4, 2014 we issued ten credits of $14.95 each (10 x $14.95) to her credit card and nine credits of $14.95 each plus one credit of $1.95 (9 x $14.95 + $1.95) via a refund check. Ms. ********* has been totally refunded in the amount of $315.90.

 

As always, it is a privilege assisting our customer in the resolution of her complaint.

 

 

Sincerely,

 

 

***** ****

Compliance Coordinator

Consumer Response:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.  I hope the Blair Corporation will be more precise when relaying information about the "Blair Rewards" card to those that sign up.

 

 

 

4/2/2014 Delivery Issues
3/28/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had monthly chargesfor $14.95 on my credit card for something called Blair Rewards. Apparently I signed up for this when placing an order by hitting a continue button. I was not aware of this and they claim they sent me information which I am sure looked like normal junk mail. Did not even know what the Blair rewards offer and certainly never used any benfits. This went on for a year, as my husband thought this was a subscription issue, not realizing what it was. This has been for the past year for a total cost of $180, refund is for $59.I have seen other complaints for this and think this is a deceiptive practice. Upon my complaint after pushing the issue, I was only given a partial refund. Not happy and worry others could be getting hit with this. I think Blair needs to be forced on how they are presenting this to consumers.

Desired Settlement: I would like a full refund, and the practice changed so others are not able to accidently enroll in this.

Business Response:

After Ms. ****** made her February 20, 2013 purchase on our website, she was presented with an opportunity to save $15 off her next Blair purchase, simply for trying a membership in our Blair Rewards program.  There was no obligation to accept this membership offer and Ms. ****** purchase was not contingent upon accepting the offer.

 

To enroll in this program, Ms. ****** clicked on the offer and was taken to a web page that fully described the terms, benefits, and costs of Blair Rewards. By entering her email address, zip code, and clicking the acceptance button, Ms. ****** activated a membership in Blair Rewards.  Had Ms. ****** skipped any one of these steps, no membership would have been established.

 

We canceled Ms. ******* Rewards membership on March 5, 2014 and issued four credits of $14.95 each (4 x $14.95) to her credit card. On March 6, 2014 we issued eight credits of $14.95 each (8 x $14.95) to her credit card.

 

As always, it is a privilege assisting our customer in the resolution of her complaint.

 

 

Sincerely,

 

 

***** ****

Compliance Coordinator

3/18/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I found a 14.95 charge on my credit card bill from a purchase at Solutions catalogue When I called to complain the person I was talking to agreed to cancel the charge for this month and to give a refund for the past month. I did not knowingly sing up for this service. When I asked to speak with the supervisor I was told she was too busy.I keep getting apologizing e mails from customer service but they say they cannot handle this request. I think the company is being very dishonest and from reading other complaints, it seems the company has been doing this for quite some time.

Desired Settlement: I want a complete refund. I did not sign up for this service.

Business Response:

On March 17th we called Ms. ********* and left a message explaining that after she made her October 25, 2013 purchase on our website, she was presented with an opportunity to save $15 off her next Solutions purchase, simply for trying a membership in our Solutions VIP Plus program.  There was no obligation to accept this membership offer and her Solutions purchase was not contingent upon accepting the offer.

 

To enroll in this program, Ms. ********* clicked on the offer and was taken to a web page that fully described the terms, benefits, and costs of Solutions VIP Plus. By entering her e-mail address, zip code, and clicking on “Join Now,” Ms. ********* activated a membership in Solutions VIP Plus.   Had she skipped any one of these steps, no membership would have been established.

 

We canceled Ms. *********’s Solutions VIP Plus membership on March 6, 2014 and issued four credits of $14.97 each (4 x $14.97) to her credit card. On March 10, 2014 we issued one credit of $1.99 (1 x $1.99) to her credit card. Ms. ********* has been fully refunded in the amount of $61.87.

 

As always, it is a privilege assisting our customer in the resolution of her complaint.

 

Sincerely,

 

 

***** ****

Compliance Coordinator

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.  Thank you for your help

Regards,

 

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

 

 

 

 

3/17/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Misleading on FREE SHIPPING. Before Submitting my order on line, I chatted with their representative, she told me the Free Shipping would show at the end of my order once Submitted. I Submitted my order to see a link to get Free Shipping which was a link to JOIN Free Shipping for $83+, then you could cancel this club if you decided you did not want it. None of this was in the Advertisement or stated in the Chat. I find this misleading. I contacted the company within one hour of the order to cancel the order. They would not cancel this order and shipped it and charged me shipping fee, which were suppose to be FREE. I have talked to Support and they said nothing could be done. I find this to be false Advertising.

Desired Settlement: Credit my Credit card statement for the shipping charges without joining their club.

Business Response:

On March 14th we called Ms. **** and left a message explaining the free shipping offer was a promotion offered by Blair. When placing the order on-line she was to enter the promotional code in the space provided then click apply. If the promotional code is overlooked then the shipping and handling charge would be applied to the order. If the promotional code was entered, her order confirmation would show the shipping and handling charge was removed. We have since adjusted the shipping and handling charge of $11.99 and the balance of her order is $59.97.

 

We then explained to Ms. **** the shipping rebate offer on the order confirmation is a third party offer by **************** not a Blair offer and that by calling the **************** phone number listed (###-###-####) she was talking to a representative from **************** not a Blair representative. *** ************.com representative should have explained how their program works and describe the terms, benefits and cost of ****************.

 

As always, it is a privilege assisting our customer in the resolution of her complaint.

 

 

Sincerely,

 

***** ****

Compliance Coordinator

Consumer Response: I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me. 

3/13/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Since July 21 2011 to Febr. 20 2014, Blair Rewards has been charging me $14.95 per month, for something that wasn't agreed upon! First billing was $1.95 July 21 2011, then increased the next month to $14.95 per month thru February 20 2014. Blair Rewards NEVER notified us in any manner, phone, email, mail etc, to tell us about tnis monthly charging program,that we never agreed to. Blair never gave us opportunity to stop these charges or keep us up to date with what was going on! ******** ****** Cards caught their scam and reported it to us. This was a Company that we did business with and trusted. Their action is very disappointing.This practice is totally unacceptable and maybe illegal. I demand all these fraudulant charges be refunded in full ASAP!

Desired Settlement: All the money that we paid for this Rewards program,in FULL. From July 21 2011 thru Februay 20 2014.

Business Response:

After Mrs. *** **** placed her order, she was presented with an opportunity to accept a membership in Blair Rewards for a full 30 days.  This offer included receiving, in the form of a gift code number, $20 off her next Blair purchase.  Mrs. *** **** was not obligated to accept the membership offer and her Blair purchase was not contingent upon accepting the offer.

 

The representative taking Mrs. *** ****** order was required to inform Mrs.*** **** of the program terms before asking her if she would like to accept it.  Any customer who is interested in the offer is asked to enter the last four digits of their telephone number on their telephone key pad to confirm their acceptance.  It is explained to the customer that after the first 30 days, the membership will automatically continue for a membership fee of $14.95 per month, billed by us as Blair Rewards to the same credit card, unless you asked to be canceled from the program.  Cancellation may be made at any time with no further obligation. 

 

Mrs. *** ****** Blair Rewards membership was canceled on February 21, 2014 and two credits of $14.95 each (2 x $14.95) were issued to her credit card. On February 24, 2014 ten credits of $14.95 each (10 x $14.95) were issued to Mrs* *** ****** credit card and nineteen credits of $14.95 each and one credit of $1.95 (19 x $14.95 + $1.95) were issued via refund checks.

 

Your assistance in helping us to resolve this matter is appreciated.

 

Sincerely,

 

***** ****

Compliance Coordinator

3/12/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I was falsey sold and charged for a product called "Blair VIP Plus". I am 93 years old. My son noticed that a bill contained this charge. I was told I ordered it on the phone. I did not. I feel they took advantage of the elderly. I don't order that often. Why would I order a program that charges me a monthly fee. I am on a fixed income. Please look into this and protect the elderly from this practice. After calling the company and talking to a very rude person who at first told me that she couldn't reverse the charge, my son took over and when he demanded to talk with a supervisor the agent then canceled the bogus service and reversed the charge. Other elderly people may not be so lucky.Thank you.

Desired Settlement: Please alert the management and place a notice in your files and on your web about this practice.

Business Response:

On March 11th we emailed Ms. ******* to explain that after she placed her July 12, 2013 order, she was presented with an opportunity to accept a membership in Blair VIP Plus for a full 30 days.  This offer included receiving, in the form of a gift code number, $15 off her next Blair purchase.  Ms. ******* was not obligated to accept the membership offer and her Blair purchase was not contingent upon accepting the offer.

 

The representative taking Ms. *******’s order was required to inform Ms. ******* of the program terms before asking her if she would like to accept it.  Any customer who is interested in the offer is asked to enter the last four digits of their telephone number on their telephone key pad to confirm their acceptance.  It is explained to the customer that after the first 30 days, the membership will automatically continue for a membership fee of $14.97 per month, billed by us as Blair VIP Plus to the same credit card, unless you asked to be canceled from the program.  Cancellation may be made at any time with no further obligation. 

 

As requested, Ms. *******’s Blair VIP Plus membership was canceled on March 8th and one credit of $14.97 (1 x $14.97) was issued to her credit card. On March 10th we issued six credits of $14.97 each plus one credit of $1.99 (6 x $14.97 + $1.99) to her credit card.

 

As always, it is a privilege assisting our customer in the resolution of her complaint.

 

 

Sincerely,

 

 

***** ****

Compliance Coordinator

Consumer Response:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is the best that can be done under the circumstance.   The practice of of selling a "non value" product to unsuspecting elderly should be discontinued.  It is clear that this hard sell tactic is pushed by the company.  I called to purchase a clothing item only.  

 

3/4/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In placing an online order with Wintersilks in December, a popup came up asking if i wanted to be a VIP member. I responded yes and proceeded with my order. I have recently received my credit card bill with a charge from Wintersilks VIP Plus for $14.97 on Jan 11, 2014. Then i noticed a charge on my December credit card statement of $1.99. I did receive a package in the mail in late January describing this program but could not find any mention of a monthly charge. If it is there, it is well hidden. I called Wintersilks VIP Plus at ###-###-#### inquiring about these charges in which they described these as monthly charges for membership. The representative took the Feb charge (i have not even gotten this credit card statement yet) off of my credit card bill and closed my account. I asked who i could escalate this issue to and was given the main Wintersilks # of ###-###-#### which is basically the # to place an order. I was not aware of a billing for this service and still can find no mention of it in the packet i received. Note: i have attached the first two pages of the terms and conditions but could not figure how to attach the rest. As a regular customer of Wintersilks for over 15 years, I am stunned by this discovery. When i got the pop up screen in the middle of placing an order, I did not see any mention of charges. In addition, when i received the packet, it has cumbersome forms that must be manually filled out to receive any of the benefits they advertised which they failed to mention in the pop up screen. In addition, the Wintersilks rep mentioned that apparently there was a $15 gift card that i never received that was supposed to accompany this membership. I do not want to pay the $14.97 (Jan) and $1.99 (Dec) for a service I have not used and where the charges were not clearly disclosed.

Desired Settlement: Please refund $14.97 (billed to my credit card on 1/11/2014) and $1.99 (billed to my credit card on 12/12/2013). Please ensure there are no future billings for this program.

Business Response:

On March 3rd we called Ms. ******** to explain that after she placed her December 12, 2013 order on our website, she was presented with an opportunity to save $15 off her next WinterSilks purchase, simply for trying a membership in our WinterSilks VIP Plus program.  There was no obligation to accept this membership offer and her WinterSilks purchase was not contingent upon accepting the offer.

 

To enroll in this program, Ms. ******** clicked on the offer and was taken to a web page that fully described the terms, benefits, and costs of WinterSilks VIP Plus. By entering her e-mail address, zip code, and clicking on “Join Now,” Ms. ******** activated a membership in WinterSilks VIP Plus.   Had Ms. ******** skipped any one of these steps, no membership would have been established.  It was also explained to Ms. ******** that the cost is noted in the letter found in the Welcome Packet that contains the gift code as well as her username and password.

 

As requested, a full refund of $31.93 (2 x $14.97 + $1.99) was issued to Ms. Gundling’s credit card, and as a courtesy the $15.00 gift code was applied to order ******** which will show as a credit on her credit card statement.

 

As always, it is a privilege assisting our customer in the resolution of her complaint.

 

 

Sincerely,

 

***** ****

Compliance Coordinator

Consumer Response: Wintersilks has resolved my issue (re:  complaint ID *******).  My thanks to the prompt service of the BBB for acting on my behalf.  They successfully contacted Wintersilks who then called me promptly and addressed ALL of my issues.   They were very courteous and proactive.    My thanks to BBB for your help.  

2/26/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In December, made an order for my elderly mother and needed to receive quickly so used my credit card rather than mailing her check. Requested at time of order that I NOT receive any catalogs (required to give my name and mailing address due to credit card). Since then have received catalogs weekly. Have called 3 times, each time told that account is marked NOT to receive catalogs. When made first 2 calls, was told it could take up to 2 months to get name removed!!! after telling Blair at time of original order they were NOT to send them. Now has been 3 months and STILL receiving catalogs. Had previously told customer service reps to send complaint up the chain to corporate; today told customer service Laurel this and as well stated would make complaint to BBB. Am annoyed that my original request was ignored and that I continue to be harassed by receiving these catalogs, having to make multiple phone calls requesting Blair cease to send them and the waste of paper(=trees), mail services, etc.

Desired Settlement: Explanation of why I have received 3 months plus of catalogs after requesting at time of order NOT to receive them, description of how Blair will change their processes so this does NOT happen in the future, an apology for my inconvenience and waste of my time and a coupon for my mother in case we should ever decide to order something from Blair (in her name, by CHECK, of course!) in the future.

Business Response:

We are truly sorry that Ms. ****** was not placed on our Do not Mail list when she placed her mother’s order.  Her name has been removed from our mailing list, and we hope the catalogs will soon stop.  The last update on her customer file was 02/09/13 so we are unable to determine the exact date of the removal.  Our catalogs are printed in advance, and it normally takes up to three months from the date of the removal for the advertisements to stop.  If she receives more catalogs after the end of May, we recommend that she contact Customer Service and provide the information on the mailing label.

 As a gesture of goodwill and our sincerest apologies, we are sending ****** ****** a $25 gift card that can be used towards a future order.

 Your assistance in this matter is appreciated.

 Sincerely,

Customer Care Specialist

Office of the President

 

2/25/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I am a long time buyer of the following company Blair, I purchased two products from their catalog. I called the number to place the order and i was instructed to pay $50.00 Usd in order to receive both items. After they arrived I was told that I had a outstanding balance of $18.00 Usd. So without question I paid that amount. After a few months of that last payment I was contacted and told I owed about $132.00 Usd due to a miss payment of $2.00 Usd. I never received a letter or phone about my delinquent account. Now they want me to pay $214. Usd and have me in collections.

Desired Settlement: I want this off my record and I want to own nothing, I want them to show from what I owe $2.00 Usd from and if how they even managed to send that to collections without contacting me that I owed them that little amount.

Business Response:

******** ******* Bank owns and administrates our Blair credit card accounts. ******** ******* Bank will be responding to this complaint on our behalf.

 

Your assistance in the matter is appreciated.

 

Sincerely,

 

 

 

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

Customer Care Specialist

Office of the President

2/25/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I DID NOT ORDER FROM THIS COMPANY BUT I DID ORDER FROM THEIR SISTER COMPANY.. NOW I AM GETTING CATALOGS FROM THIS COMPANY AND I AM TRYING TO GET ME OFF OF THEIR MAILING LIST... I HAVE GETTING MORE WHEN I AM SUPPOSE TO BE TAKEN OFF.. NOW THEY ARE TELLING ME LIES THAT I AM OFF... I TOLD THEM HOW DID THEY GET MY NAME WHEN I DID NOT DO NO ORDERING FROM THEM.. IT ALL CAME DOWN IT IS THAT THEIR SISTER CATALOG NAME OLD PUEBLO TRADERS GAVE THEM MY NAME..

Desired Settlement: JUST NOT TO GET NO MORE CATALOGS IN THE MAIL.. IN THE FUTURE NEVER GIVE OUT MY NAME TO ANY OTHER CATALOG....

Business Response:

Our records show that Ms. *******’s customer file was last updated on 01/17/14 for no catalogs from all Orchard Brands companies and no sharing of her information.  Our catalogs are printed in advance, so it may take up to two months for the removal to take full effect.  If she receives more catalogs after mid-April, we recommend that she contact Customer Service and provide the information on the mailing label.

 

Your assistance in this matter is appreciated.

 

Sincerely,

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

Customer Care Specialist

Office of the President

2/21/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I contacted the customer service and billing department regarding an discrepancy for Account *******************.I was concerned with the constant accumulation of charges although I have not recently made purchases. With the assistance of a customer service representative, it was discovered that I have been billed 14.95 monthly for almost 3 years for a rewards program thatI was unaware of and never requested to be enrolled. I requested to have the charge removed and credited back to my account because I have no idea what the program is or how to use it. I spoke with several representatives regarding adjusting my account but I was over talked and basically told that although I never added it, never used it, have no idea of how to use it, my account will not be adjusted. I have been a loyal customer and feel that the business practice of adding programs without acknowledgment is deceptive and dishonest. I feel that I have been taken advantage of.

Desired Settlement: I would like a full explanation and my account adjusted for the FULL amount of charges that were added to my account without acknowledgement.

Business Response:

On February 21st we called Ms. ****** to explain that after she placed her August 13, 2011 order, she was presented with an opportunity to accept a membership in Blair Rewards for a full 30 days.  This offer included receiving, in the form of a gift code number, $20 off her next Blair purchase.  Ms. ****** was not obligated to accept the membership offer and her Blair purchase was not contingent upon accepting the offer.

 

The representative taking Ms. ******’ order was required to inform Ms. ****** of the program terms before asking her if she would like to accept it.  Any customer who is interested in the offer is asked to enter the last four digits of their telephone number on their telephone key pad to confirm their acceptance.  It is explained to the customer that after the first 30 days, the membership will automatically continue for a membership fee of $14.95 per month, billed by us as Blair Rewards to the same credit card, unless you asked to be canceled from the program.  Cancellation may be made at any time with no further obligation. 

 

Per Ms. ******’ request, her membership was canceled on February 19, 2014 and a full credit was issued to her Blair credit card in the amount of $435.50.

 

As always, it is a privilege assisting our customer in the resolution of her complaint.

 

Sincerely,

 

***** ****

Compliance Coordinator

Consumer Response:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.  

 

 

2/21/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: It has been over 1 yr that I have cancelled my Blair account. In the begining of Jan 2014 I received a letter from Blair Vip that I had a new charge of $11.94 for a purchase on Dec 3, 2013. I called on 1/20/14 to make Comenity Bank Vip Blair card aware the not only had I cancelled my account over a yr ago but I hadn't ordered anything from them. The lady told me that they would research this issue. I also called Blair's 800 number and their customer service told me to call the bank they use for accounts, which I already had. On the Jan 24th I received a letter stating that I would have to prove that this amount was charged to an alternative card in order for them to delete this non authorized charge from an account I no longer have. I want this issue cleared up. I haven't purchased nothing from Blair in over a year nor do I have a active Blair Account in over a year. The calls I make keep getting bounced back and forth from Blair corporation to the bank they use for customers.

Desired Settlement: Stop charging me for an order I didn't place on an account I no longer have.

Business Response:

Ms. ******* was billed $11.94 on her Blair Credit Card account due to an order processing error that was made.  The charge has been removed from her account, and the balance is now zero.  We called her and left a message on her voicemail to apologize and explain that the error has been corrected.  Her account is still open, and we recommended that she contact Comenity Capital Bank at ###-###-#### to close the account.

 

Your assistance in this matter is appreciated.

 

Sincerely,

 

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

Customer Care Specialist

Consumer Response:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me. 

 

 

 

 

2/21/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Complaint taken over the telephone by BBB staff (**).

 On November 9, 2013 consumer ordered a fleece jacket and paid $25.00. The jacket has not been delivered.
 Consumer has called the company several times and has left several voice messages with no response.

Desired Settlement: Delivery of fleece jacket or refund of $25.00

Business Response:

Her order has been on backorder since the order was placed on 11/11/13. We notified her by postcard through the US mail that her fleece jacket would be shipped by 2/5/14. Her fleece jacket was shipped on 2/4/14. A copy of the backorder notice being sent is enclosed and the tracking number for the package. It currently has a delivery date of 2/10/14. The order has not been noted that Ms. ******** has called in requesting this information.

 

Your assistance in the matter is appreciated.

 

Sincerely,

 

 

 

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

Customer Care Specialist

Office of the President

2/21/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I sent back 3 pair of Capri knee shorts last year ,they hung in my closet for awhile I couldn't ware them they were to big in the waist. my sister told me to mail them back and get create last well I couldn't fine the return papers so I wrote every thing down on a piece of paper i ask for creit august 13th and I just found the receipt where I mail them back from the post office, and I call Blair and to see if they had go them .they said yes they said they send me a check for $14.cents I really down remember but she said Ms ***** FROM APPLESEED'S SHE TOLD AT ANOTHER TIME they didn't receivd them then she told me they smell bad and were dirty. I told ms ***** they were not dirth and smell I wouldn't send things back like that , then she said I didn't have the papers I told her I knew that but I copy down the numbers out of the catalog I had. I have been with blair a long time and satisfaction .she then said they could not find where I had ever order them. well I told her yes I did . If I didn't have the right papers and the knee shorts were dirty and smell why did they sent me a check they said for $14. cents I pay $65.00 for 3 pair .

Desired Settlement: I deserve to get the amount I pay for them so you take 14 and change off the 65.00 I deserve the money they didn't send the full amount for 3 pair.

Business Response:

The capris she returned were ordered prior to 2010, and we no longer have access to the original order.  In cases like this, a refund check is issued for the last known price of the item which was $4.99 each.  A refund check for $14.97 was sent to Ms. ****** on 08/20/13, and it was cashed on 09/04/13.  

 

We cannot refund the full price of merchandise no longer showing on our system without a copy of the packing slip that accompanies each order.  Merchandise should be returned in its original and unused condition.  Customer notes indicate the articles were not cleaned and the odor was so strong that the items had to be burned.  Due to these circumstances, we do not feel an additional refund is due to Ms. ******.

 

Your assistance in this matter is appreciated.

 

Sincerely,

 

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

Customer Care Specialist

 

Office of the President

Consumer Response:

when I sent these items back they were clean and had no odor ,the dirty items and the smell had to come from where they were sent to. If they smell so bad the lady at the post office would smell them and wouldn't send them . so the dirtness and smell was at their warehouse . I stand by my saying they were clean & no smell when I mail them back .I'M asking for what I pay for them more than $4.99 each I deserve a total of $ 35.dollars more .
 

 

 

 

2/20/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I originally called and asked to be taken off all their mailing lists on November 9th. It is now February 19th and I'm still receiving their junk mail. I have repeatedly called and keep getting the same, "I'll take you off our mailing list...You may receive a few more mailings as they are pre-printed" I've "Returned to Sender" a couple things and have a couple more to go back to them today too! It's been over three months!

Desired Settlement: I want OFF ALL THEIR mailing lists, ASAP!

Business Response:

Thank you for sending us the complaint you received from ***** ** ******.

 

Our records indicate that Ms. ****** was not completely removed from our mailing lists until 01/11/14, and we do apologize for that.  Our catalogs are printed in advance, and it normally takes approximately three months for the removals to take full effect.  If she continues to receive catalogs after mid-April of this year, we recommend that she contact customer service and provide the mailing label information on the back of the catalog.

 

Your assistance in this matter is appreciated.

 

Sincerely,

 

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

Customer Care Specialist

Office of the President

Consumer Response:

On several calls to Blair it was confirmed that I had originally called in November, NOT January as they are now stating! I feel this is just a delaying tactic by them. I want the mailings to stop NOW! They have had 3+ months to stop them and haven't. 

 

 

2/14/2014 Problems with Product/Service
2/13/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My complaint is regarding the Blair Rewards program. It is a shame that this company took advantage of my mother who is 85 and has Alzheimer's. She has had $14.95 taken out of her checking account for almost two years because of this scam. I believe that the company should be made to reimburse her for this fraud. We have done business with Blair for many years, and I will not be purchasing anything further from a company who takes advantage of people like this. I was told that she agreed to the trial for $1.95 and then never called to cancel this. She could not have remembered to call and cancel this.

Desired Settlement: I would like to see a reimbursement for the money that was taken from her checking account.

Business Response:

On February 10th we called and left a message with Mrs. *******’s husband explaining that after his Mother-In-Law, Ms. ****** placed her August 5, 2012 order, Ms.****** was presented with an opportunity to accept a membership in Blair Rewards for a full 30 days.  This offer included receiving, in the form of a gift code number, $20 off her next Blair purchase.  Ms. ****** was not obligated to accept the membership offer and her Blair purchase was not contingent upon accepting the offer.

 

The representative taking Ms. ******’ order is required to inform all customers of the program terms before asking them if they would like to accept it.  Any customer who is interested in the offer is asked to enter the last four digits of their telephone number on their telephone key pad to confirm their acceptance.  It is explained to the customer that after the first 30 days, the membership will automatically continue for a membership fee of $14.95 per month, billed by us as Blair Rewards to the same credit card, unless you asked to be canceled from the program.  Cancellation may be made at any time with no further obligation. 

 

Per Mrs. ********* request, her mother’s membership was canceled on February 5th. On February 10th eleven credits of $14.95 each (11 x $14.95) were issued to her mother’s credit card and five credits of $14.95 each plus the trial period of $1.95 (5 x $14.95+$1.95) were issued via a refund check.

 

As always, it is a privilege assisting our customer in the resolution of her complaint.

 

Sincerely,

 

 

***** ****

Compliance Coordinator

Consumer Response:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.  My mother's credit cards have been cancelled because of her Alzheimer's Disease. So the credit should not be credited to a credit card because none exist.   If they do this where does the refund end up?  Will the credit card company send it to my mother???

Thank you.  


Regards,

**** *******

 

 

Business Response:

Our records show eleven credits of $14.95 each were issued back to the credit card used on the original order. This was a ****** **** ending in ****. The issuing bank is ***** ******* Bank, ATM & Card Operations, ** ******** ******* ********* ** *****. The phone number is ###-###-#### or ###-###-####. Below are the Acquired Reference Numbers for the eleven credits of $14.95 issued on February 11, 2014:

Mrs. ******* can call the bank with the above numbers and the bank will be able to confirm the credits of $11.95 were issued.  When contacting the bank, Mrs. ******* could request a refund from the bank. However the bank may have their own policies such as needing proof of Power Of Attorney before issuing any refunds.

 

Please feel free to contact us if we can be of further assistance to you.

 

Sincerely,

 

***** ****

Compliance Coordinator

Consumer Response:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me. 

 

Regards,

 

 

**** *******

 

 

 

 

2/10/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I have contacted Blair numerous times to have my name removed from their database. Blair continues to send me unwanted junk mail.

Desired Settlement: Remove my name from Blair's database

Business Response:

We apologize for the inconvenience we have caused her.  The last update to her customer file was on 11/21/13.  Unfortunately, she was not correctly removed from our mailing list at that time.  Her customer file has now been properly marked for no mailings. However, our catalogs are printed in advance, and it may take up to three months for the removal to take full effect.

 

We are truly sorry that her request was not handled before now, but we want to assure her that the mailings will eventually stop.

 

Sincerely,

 

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

Customer Care Specialist

Office of the President

 

2/10/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: on this order, which placed with Customer Service employee, for one item @price of $17.99 with free shipping. Tax was questionnable at this time. I approved.When I received item and checked my bank account, debit for $19.52. I sent emails asking for this to be credited and debited for $17.99. Then I noticed their Order Summary showing Total as $19.52. I was not given Tax cost by this person.After calls and emails, I requested that someone straighten out the DEBIT amount and credit the difference of $1.53.After all this fooling around, Blair credited bank account with the amount of $10.53. Where they got that figure from not sure. I refused to deal with Blair any more. Therefore, I wish to file this Complaint, on my behalf, as I am sure other customers get the same treatment. $8.99 is a lot of money to me and others like me. What I want is for Blair to credit my account with 'additional funds' in the amount of $8.99.Thank you.

Desired Settlement: Statment above.

Business Response:

We apologize for any misunderstandings regarding her recent order.  We are required by law to collect taxes on orders from any state in which we have a business presence. Our system charges state sales tax based on individual state and county tax laws.  Ms. ******’s order total was $19.52 for the fleece tunic she ordered (17.99), plus sales tax (1.53).  Our order representatives are required to give the customer an order total after all products have been entered into our system.  If this information was not provided, we are truly sorry.

When Ms. ****** returned the merchandise, a credit of $10.53 was issued to **** for the tunic (17.99), sales tax (1.53), and minus the SmartPost return label fee (-8.99) when she chose to return the merchandise by using the label that was attached to the packing slip.  The fee for the label is shown on the front of the return label, and an explanation of the fee is shown on the back of the packing slip.  She was under no obligation to use the label. She had the option to return the merchandise on her own by using the delivery method of her choice.  We have attached copies of our packing slip and return policy.

Due to the misunderstanding, we are processing an additional credit of $8.99 to reimburse Ms. ****** for the return label fee.

 

Your assistance in this matter is appreciated.

 

Sincerely,

 

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

Customer Care Specialist

Office of the President

 

2/10/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I have a major problem with a company your firm use to deal with and Im hoping you can help. The company is called easy saver. In 2008 my wife ordered some items from Sahalie and got free shipping by clicking on a button. Our credit card was charged $14.95 every month since 2008 for a total of $837. This was a company that a your firm was affiliated with and that is one reason I am upset. I was able to get them to refund $600. so I am still out more than $237. Im hoping you can make up the difference by issuing me a store credit. I called your customer support and they said they would pass it to corporate but I have not heard anything. I spoke with a Ms. *******. All Im looking for is the money I am out. I hope you help me with this issue. I have 4 girls and my wife and many friends who who at Sahalie and your other stores so I hope this works out. I would hate to have to tell them not shop at your stores.Thank you,**** *******

Desired Settlement: store credit for at least $237

Business Response:

On February 7th we called Mr. ******* and left a message explaining that after Mrs. ******* made her November 24, 2008 purchase on our website, she was presented with an opportunity to save $15 off her next Sahalie purchase, simply for trying a membership in our Sahalie Rewards program.  There was no obligation to accept this membership offer and her Sahalie purchase was not contingent upon accepting the offer.

 

To enroll in this program, Mrs. ******* clicked on the offer and was taken to a web page that fully described the terms, benefits, and costs of Sahalie Rewards. By entering her e-mail address, zip code, and clicking the acceptance button, Mrs. ******* activated a membership in Sahalie Rewards.   Had Mrs. ******* skipped any one of these steps, no membership would have been established.

 

As requested, we canceled the Sahalie Rewards membership and on December 31, 2013 we issued eight credits of $14.95 each (8 x $14.95) to Mrs. *******’s credit card and thirty-three credits of $14.95 each (33 x $14.95) via refund checks. On February 7, 2014 we issued fifteen credits of $14.95 each plus one credit of $1.95 (15 x $14.95 + $1.95) via refund checks.

 

We apologize for any misunderstanding, and hope this satisfies your concerns. We appreciate the opportunity to serve you.

 

Sincerely,

 

 

***** ****

Compliance Coordinator

Consumer Response:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me. 

What I do find interesting is that when talking to customer support they indicated that the charges were from another company and they couldn't do anything about it. Thru BBB they state that it was their charges. 

 

 

 

 

1/31/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I discovered a recurring charge of $14.95/month on my credit card, which apparently has been charged monthly since 12/2012. I did order an item from the Solutions catalog in December 2012, but I would NEVER intentionally signup for a monthly charge, especially one that comes with no deliverable or benefit.When I spoke with representatives for the company they said that I had signed up for this program during the process of confirming my online order, but they would not or could not tell me what the program was to provide me, and there was never any confirmation, "welcome to the program," or other mention of this program made to me by Solutions. It only came to my attention when I saw the line-item charge on my credit card statement. I unfortunately overlooked this for a year, because of the relatively small amount billed each month and because it looked like any generic online order in the credit card statement. Both my wife and I order books, music, etc. online occasionally.If indeed there was some element of their online order form that mentioned this charge, it was not at all apparent to me. I believe this to be a scam, which I feel should be illegal. At best it is a deceptive and reprehensible business practice.In my conversation with the second Solutions representative I spoke with (supposedly a Manager), he offered a partial refund, but it became apparent to me that he was mainly focused on getting me to say some legally binding word, like "Yes," to a question like, "would you consider this (partial refund) to be a satisfactory resolution to this issue." I was careful not to give them any verbiage during our recorded conversation that could later get them of the hook for perpetrating this offense and, I believe, theft.

Desired Settlement: At the very least, a complete refund of all money charged to my credit card. At $14.95 times 13 months this comes out to $194.35.I also feel there should be penalties and compensation for my time and the personal offense of this matter. I will gladly join any class-action lawsuit against this company. They have cost me hours, already, trying to sort this out. We will have no credit cards for several days while we wait for new ones, and now we must update all vendors w/new CC#s.

Business Response: Please see the attached resolution. 

Consumer Response:

I have reviewed the response made by the business in reference to complaint ID 9903220, and find that this resolution is satisfactory to me.  

 

1/21/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On December 04,2013 I placed and order with Blair. It arrived approximately 10 days later. I returned 3 items the same day using the return label provided and the return item page. I have not been issued a refund on my items. I have made two inquiries by phone and one online request for my refund. Online I was told it would take approximately 7 days for the refund to show up on my credit account. On my first phone contact there was no refund that was processed. Today I contacted Blair customer service and was told it would take 2-3 weeks for the refund to be processed. I asked why it took so long and was given no reason. This is not acceptable to me.

Desired Settlement: Immediate refund applied to my account with not charge for return shipping. I also gave a free shipping code with return. Code number is *****

Business Response:

Her return of the sweater and two mock tops was processed in our returns department on 1/2/14 and credit processed to her ****** Account on 1/3/14 for a total of $49.97.

 

Your assistance in the matter is appreciated.

1/15/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Currently I examined my charge card charges carefully and found a charge called "NTO Solutions Reward" for $14.95 ocurring every month this year eleven times. I had no idea what the charges were for or how this organization got my card number. Upon further investigation I found that I had placed an order for an item from the Solutions catalog in December 2012 (which I received in perfect order) and was invited at that time (I am told) to join their "Rewards" program. Because I am on a fixed income, I am usually very careful not to "fall" for extra services/expenses...but apparently I did "fall" for this one. My complaint, after paying out over $164.45, is that I fear this "invitation" was not clear enough in its explanation of purpose and costs. I do not remember anything about it (although their customer service person explained its intent to me today) and as I do not travel or dine out often, it would not have been even considered by me.Thank you for checking into this for me (and others like me).

Desired Settlement: Careful investigation and refund if possible.

Business Response:

On January 14th we called Ms. ****** and left a message explaining that after she made her December 18, 2012 purchase on our website, she was presented with an opportunity to save $15 off her next Solutions purchase, simply for trying a membership in our Solutions Rewards program.  There was no obligation to accept this membership offer and her Solutions purchase was not contingent upon accepting the offer.

 

To enroll in this program, Ms. ****** clicked on the offer and was taken to a web page that fully described the terms, benefits, and costs of Solutions Rewards. By entering her email address, zip code, and clicking the acceptance button, she activated a membership in Solutions Rewards.   Had she skipped any one of these steps, no membership would have been established.

 

Per Ms. *****’s request, we canceled her Solutions Rewards membership on January 14th and issued twelve credits of $14.95 each (12 x $14.95) for a total of $179.40 to her credit card.

 

We apologize for any misunderstanding, and hope this satisfies your concerns. We appreciate the opportunity to serve you.

 

Sincerely,

 

***** ****

Compliance Coordinator

 

 

 

 

 

Consumer Response:

I consider their response very generous and swift.  Thanks you for your assistance in this matter.

 

1/14/2014 Billing/Collection Issues
1/9/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: on 10/15/13 I placed an order from Blair, in Warren Pa. ###-###-####. I received the items and returned them because they were too large. I asked for a refund of the cost, which I have not received ($61.98). A telephone call has been made three times about the status of the return, and was told various reasons and for me to call back in about a week.

Desired Settlement: It would be appreciated very much if you would see that the refund of $61.98 is refunded to me. This would be kindly appreciated.

Business Response:

We were able to reach her by telephone on 01/08/13, and she verified that she received the refund check for $52.99 on 01/07/13 and cashed it, although it was issued on 11/15/13.  We are sending her an additional refund check in the amount of $8.99 for the return label fee and we are also sending her a $25.00 gift card due to the inconvenience she has been caused.  She seemed pleased with the resolution.

 

Your assistance in this matter is appreciated.

 

Sincerely,

 

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

Customer Care Specialist

Office of the President

1/3/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a Mens bandedbottom shirt from Blair. When it arrived , it was of inferior quality, the elastic band was loose & stretched out. I returned it for a refund & Blair charged me $8.99 for postage for the original order. I lost money returning the shirt using my own postage , nowthey want me to double pay for their postage too ! That's a rip-offorder # ********

Desired Settlement: $8.99

Business Response:

We apologize for any misunderstandings regarding our return policy.  The original shipping and processing charges are normally not credited when merchandise is returned.  However, the merchandise was apparently defective and we do not expect him to pay for those charges.  A credit of $8.99 is being processed, and once the credit is issued, the balance on his account will be $.00.  We left a message with his receptionist to explain that we will also gladly reimburse him for his return postage costs if he will tell us the amount, and we provided her with our telephone number.

 

Your assistance in this matter is appreciated.

 

Sincerely,

 

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

Customer Care Specialist

Office of the President

1/2/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: i ordered shoes from Blair.com om 11/15/13.this order started off wrong they had the order on hold on the 12/18/13 stating my bank didn't approve the transaction. When i called the bank the rep stated they had tired to run the debit. finally on the 12/20/13 I received a email they had been shipped. the item was delivered on 11/27/13 and I returned them the same day because they sent the wrong size. on 12/10/13 I received an email stating they had credit$41.00 my account.but i paid $59.00 w/ shipping but this was not true on 12/14/13 the customer service rep stated she didn't see where there was a credit issued or pending for my account. But she did see where there was even exchange for the shoes .on 12/17/13 Blair go into my account a second time for the shoes that I don't have. Once again rep didn't see a credit issued and for me to wait several more days.now i'm left to pay the overdrafts causing other bills to returned for N.S. funds. After many conflicting conversations w/customer service and a anger letter to customer.i received a email from customer stating my credit was processed my Blair on Sunday 12/16/13.keep emailing me that they are sorry for charging me $8.99 to return a item that they shipped wrong to start, but not trying to correct the problem.

Desired Settlement: Refund my second payment of $49.99 and cover all overdrafts for returned checks totaling $105.00 because the mistake is made on their end . I shouldn't have to pay

Business Response:

Thank you for sending us the complaint you received from Ms. *******.

 

We were able to reach her by telephone this morning, and she was kind enough to fax us a copy of the bank fees.  We are processing a credit of $105.00 to her account for the three overdraft fees inadvertently caused by her exchange order.  In addition to this credit, a credit of $41.00 was issued on 12/16/13 for the return less the return label fee, a credit of $8.99 was issued 12/18/13 for the return label fee, and a credit of $8.99 is being processing for the original shipping and processing charges.  We believe we have resolved the matter to Ms. *******’s satisfaction.

 

Your assistance in this matter is appreciated.

 

Sincerely,

 

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

Customer Care Specialist

Office of the President

 

12/30/2013 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: i mailed in a order to blair it has been a whole month and i still have not received my merchandise it is all paid for.

Desired Settlement: I would like for the company to please send me my black fleeced jacket i really need my jacket,this jacket is just what i need for my wardrobe.i want them to send my jacket before christmas so i can start wearing it asap.

Business Response:

Thank you for sending us the complaint you received from Ms. *******.

 

Unfortunately the Black Fleece Jacket in size 2X is backordered until the end of January.  We called and left a message on Ms. *******’s voicemail.  She called us back, and she will be happy with the Denim Heather color.  We are express shipping the jacket at no extra charge, and she should receive the jacket before Christmas.

 

Your assistance in the matter is appreciated.

 

Sincerely,

 

 

 

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

Customer Care Specialist

Office of the President

Consumer Response:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.  

 

 

12/20/2013 Problems with Product/Service
12/19/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have bought clothing products from Blair on numerous occasions, so was accustomed to seeing charges in my ******** ******* credit card bill. I only recently noticed that I was being charged $14.95 every month for "Blair Rewards." I called the telephone number given for "Blair Rewards" and was informed that because I had bought something for more than $50 I had automatically been signed-up for "Blair Rewards"-at a cost of $14.95 per month. This apparently took place three years ago!This is a total scam, as I was not aware that I was being signed-up for this program-which I would have rejected if I had been aware of it. The representative I spoke to could not tell me of a single benefit that I had gained from this membership. Meanwhile I have paid over $500 -for nothing! I have made my last purchase from Blair, and my attorney will be pursuing them for restitution.

Desired Settlement: Blair dishonestly signed me up for this program without proper notice of my options. I require full restitution of the money that they have illegally acquired from me, amounting to at least $538.20 - and possibly more.

Business Response:

We are in receipt of your December 18th letter forwarding the complaint of ******* ******** ***, and we appreciate the opportunity to respond.

On December 18th we called Mr. *** and left a message explaining that when he placed his April 5, 2011 order on our website, he was presented with an opportunity to save $15.00 off his next Blair purchase, simply for trying a membership in our Blair Rewards program. There was no obligation to accept this membership offer and his Blair purchase was not contingent upon accepting the offer.

To enroll in this program, he clicked on the offer and was taken to a web page that fully described the terms, benefits, and cost of Blair Rewards. By entering his email address, zip code, and clicking the acceptance button, he activated a membership in Blair Rewards. Had Mr. *** skipped any one of these steps, no membership would have been established.

Per Mr.***** request, we canceled his Blair Rewards membership on December 18th and issued twelve credits of $14.95 each (12 x $14.95) to his credit card, twelve credits of $14.95 each (12 x $14.95) were issued via a refund check and eight credits of $14.95 each plus the trial period of $1.95 (8 x $14.95 + $1.95) were issued via a second refund check.

 As always, it is a privilege assisting our customer in the resolution of his complaint.

 Sincerely,

***** ****

Compliance Coordinator

 

 

Consumer Response:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me. 

I appreciate the willingness to refund the money I  had been charged as part of the "Rewards" program.  From online research I know that I am not the only one who has been inadvertently enrolled in this program,  I suggest that the enrollment process should be made a lot more transparent and easy for customers to understand.

Regards,

 

******* ***

 

 

12/18/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I've called Blair corporations subsidy Solutions.com on several occasions to remove my name from the mailing list and they still have yet to do so. Every time I've called they say the previous person I called never took me off the list which leads me to believe I am still on the list. After the woman was rude to me on the phone today I asked to speak to a manager in which she transferred me to a Spanish language extension which led to a voicemail. Obviously she had no intention of resolving the matter. The number I called ###-###-####, dates & times I've called: 11/29/2013 - 2:51pm 10/25/2013 - 7:16pm 06/08/2013 - 3:55pm Also, they have given(sold) my information to Signals.com. I called to have my name removed from their list but assume I will continue to deal with this headache.

Desired Settlement: A serious overhaul of their customer service department. Obviously this is not just one or two people causing this issue if there is no record of my inquiries or any explanation of why my information has not been removed. I am left to believe that many dissatisfied customers are experiencing the same problems as myself.I want my name and information to be removed from all of Blair Corporations mailing lists including all their subsidies. And an apology from the rude customer service.

Business Response:

We sincerely apologize to Mr. ****** for the inconvenience and frustration he has been caused.  He has now been removed from all mailing lists for all Orchard Brands companies.  Our catalogs are printed in advance, so it may take up to three months for the removals to take full effect. 

 We are also having his calls reviewed by a manager for quality assurance and to be sure the representatives he spoke with know the correct way to remove a customer from our mailing lists.  We updated our operating system in July, and there are two additional steps involved in removing a name which were apparently overlooked.

 For removal from most national advertising lists, he can also send his name, address, and request to:

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

 

Your assistance in helping us to resolve this matter for Mr. ****** is appreciated.

 

Sincerely,

 

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

Customer Care Specialist

Office of the President

12/2/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I called Norm Thompson to see why I was being charged $ 14.95, at the beginning of each month since February 4, 2012. My husband pays the bills and does not usually question my charges. When I called Norm Thompson's customer care department they stated it was for a rewards program I signed up for on the internet. This is entirely untrue, it is fraud. I never ever sign up for clubs, discounts, extra insurance, new credit cards etc. Customer service said they would stop charging me and remove the November 2,2013 charge. I protested, I explained I never signed up and I never received any of the benefits it was suppose to provide. I ask them to send me the proof that I signed up and they refused. I asked for a supervisor and *** * ******* said he was the supervisor. *** said they would call me in 24 business hours. Not good enough. I am contacting my credit card company to report the fraud. I think it might be prudent to report this fraud to the State Attorney General of Texas. Additionally I have found a number of complaints regarding this program on the internet. I will never shop at a Blair Company again.

Desired Settlement: I offered to settle for one half of the $328.90, requesting a refund of $165.00. They asked for a fair deal and that is what I offered. I now believe they owe me the full $328.90. I need a credit issued for $328.90 or it will be turned over to my attorney (sister).

Business Response: Response to Mrs. ******* complaint is attached.

12/2/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I used to have a Blair charge card. After my wife lost her job 3 years ago we went into financial distress and were forced to file bankruptcy. Prior to filing we tried to pay off everyone we could and Blair was one of the accounts we did pay off in full. After we filed they closed our account but, unknown to us they continued to bill us $14.95 a month for their special Blair rewards program which is a part of the account. It's my fault that I didn't catch this sooner (10 months)and we only found it because my wife applied for a new account and I saw the bill charged to my checking account. When I contacted them they basically said to bad even though they new the rewards program had no account tied to it. They did refund me 2 months but how many other poor souls are being bled slowly by this practice. The worst part is they offer this thing as get $15 off your next order but they don't tell you up front that the cost is 14.95 a month until you cancel! No one in their right mind would think that's a good deal.

Desired Settlement: Ultimately I would have like a refund for February thru September but I know they will show papers and emails confirming that buried somewhere deep inside an online order was my okay to pay them the $14.95! So just the fact that they now know a complaint has been filed against them.

Business Response: **** ***** ID ******* response attached.

Consumer Response:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me. 

Regards,

 **** *****

 

 

 

11/25/2013 Problems with Product/Service
11/25/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered a raincoat and pair of shoes from their catalog 10 days before my departure for an overseas trip. I paid $38 for overnight delivery. The package was never delivered and no effort was made to contact me. I called a few days later to find out where the package was. They said a hold had been put on the order because the shipping and billing address were different. I asked why I hadn't been called or contacted. There was no answer. They promised to overnight it the next day and waive the additional charge for overnighting the package. It never arrived. I called again and they said oh- it'll be going out on Friday.. which means no one will be in the office to receive it AND I leave for my trip on Monday, crack of dawn. This has been an extremely frustrating experience and if I ran my company this way I'd be out of business so fast my head would spin.

Desired Settlement: Don't know what they can do at this point.

Business Response:

Thank you for forwarding the above referenced complaint.


We were unable to reach Ms. ********* by telephone to apologize for the delay in processing her order.  The order was held by our system due to the amount of the order and a ship to mismatch. We monitor these orders to protect our customers from possible fraud situations.


She placed her order on October 17th and the package was delivered on Friday, October 25th, at 2:56 pm.


If Ms. ********* was unable to pick-up her package on Friday before she left town, we sincerely apologize. We have credited the express shipping and standard shipping charges from her order. We have also waived the return label fee if she does not wish to keep the order.


Your assistance in helping us to resolve this matter for Ms. ********* is appreciated.


Sincerely,




***** ****

Customer Care Specialist

Office of the President


11/13/2013 Problems with Product/Service
11/11/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I returned 2 shirts approx. 3 wks. ago because they were too big on me. When I received the refund check, it was $8.99 less than the check I had sent with my order. I called the customer service and they told me that since I used "their" return label, there was a charge/credit of $8.99. I asked if I had used a brown envelope and addressed it myself, would the charge be lifted; the rep told me that there would still be a charge but, maybe, not the $8.99. It would not have cost that much to mail it back; and, they always state "to your complete satisfaction" (underlined). I don't think it's right for them to charge for a return!

Desired Settlement: I would like the $8.99.

Business Response:

 

Thank you for forwarding the complaint you received from Ms. *****.

 

We apologize to her for any misunderstandings regarding our return policy. There is a fee of $8.99 for each use of the return label.  The fee is shown on the front of the label, and an explanation of the fee is shown on the back of the packing slip.  Our customers are under no obligation to use the label.  They can return merchandise on their own by using the delivery method of their choice.

 

In the interest of customer satisfaction, we are sending Ms. ***** a refund check for $8.99 to reimburse her for the return label fee, and we have attached a copy of our return policy and both sides of our packing slip.

 

Your assistance in this matter is appreciated.

 

Sincerely,

 

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

Customer Care Specialist

Office of the President

Consumer Response:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.  I thank them for their "understanding".  This should be in bold print on the label, though.  The way it is, no one would think to read it; and, I just don't see why I should have to pay to return something that's not right.   Thank you for taking the time to deal with this matter.

Regards,

 

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

 

 

 

11/7/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On October 14th, I placed an order with Blair Company(###-###-####). I ordered eight items totaling $294.90 plus asked for prompt delivery. I was told by the customer service representative that it would take 2-3 days for delivery. My daughter was going on vacation, and since she did not have time to order her things, I asked the representative to deliver it to ** ***** ****** ** ********* *** ****. I called Blair on Friday and found out that the customer service representative put my things on "hold" and did not contact my credit card company. I was told by someone at ***** that it was never called in. I called Blair Company, put in a complaint and also asked to speak to a manager. The manager told me that sometimes they have to check the area that the merchandise is going. I told her she was taking up for her employee and I have never heard of such thing and I will be notifying the cooperation. This representative was spiteful and refused to place my order. My confirmation for this order is ********. When I checked their service it announced that I had cancelled the order and when I had placed my last order in December. I have never had any problem with any company in placing my order and sending it elsewhere.

Desired Settlement: I want Blair Company to know the type of person that they have working for them. This person cause you to lose a customer. I do not want anything, but she owe me an apology.

Business Response:

We were able to reach Ms. ******* by telephone to apologize for any misinformation she was given and also for not shipping the order that was to be sent to her daughter.  Unfortunately, we were unable to find the telephone call she referred to in her complaint.

 The order amount was $294.90, and it was approved by Ms. *******’s credit card bank on 10/14/13 when the order was processed.  However, the order was held by our system due to the amount of the order and a “ship to mismatch”.  We monitor these orders to protect our customers from possible fraud situations.  Normally these orders are released the next day if we determine they are legitimate.  For some reason, her order was still being held on 10/18/13 when she called to find out why her daughter had not received the order.  She canceled the order the same day.

 We sincerely apologize to Ms. ******* for the mishandling of her order, and we want her to know that this is not a typical example of the normally excellent services we provide to our customers.  We value each and every one of our customers, and we are truly sorry to lose her patronage.

 

Your assistance in this matter is appreciated.

 

Sincerely,

 

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

Office of the President

 

 

 

 

 

11/6/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: ***** *****, Downers Grove, IL placed an order October 10. My mother, also ***** ***** in Downers Grove, IL did not, however we are in Blair system, due to ordering from one of their other 13 stores. We received an order confirmation online for other ***** *****. I called promptly on October 10 to let them know they had wrong ***** ***** in Downers Grove, IL. They thanked me profusely and would of course correct the address. Then I received an email on October 18 that order had shipped so I replied back by email to let them know, they had wrong email address for other ***** *****. They replied and assured me they would correct. Saturday, October 19, I received shipment for other ***** ***** at my door. I promptly called Blair to let them know they had still not straightened out this mess. I gave package to my mailman the same day as they request so he could return to sender. In my mailbox that same day was a check for $10.00 made out to my mother, ***** *****, for overpayment of her order. I called Blair again, talked to a supervisor who was mortified about this whole mess and would clearly straighten this out. We were advised to rip up the check and they would reissue to correct ***** *****. Yesterday, November 2 I received a post card addressed to my mother, ***** *****, from Blair requesting more information to process the order obviously for the other ***** ***** who did place the order. I promptly called Blair again who put on another supervisor so I explained the whole mess again for the umpteenth time and of course she assured me she would straighten out. I understand this woman paid by check on her order of October 10, and it looks like she probably does not still have her order being they are still contacting us, the other ***** *****, my mother who never placed the order in the first place. I am ****** *****, daughter of ***** *****, a senior who is not proficient on the computer which is why I am writing to you. We will not order from any of their stores again.

Desired Settlement: Please advise me you have contacted Blair to let them know of this contact so they will take repeated calls to their customer service seriously. The order number is ******** for the other ***** *****, also in Downers Grove, IL.

Business Response:

 

Thank you for forwarding the above referenced complaint.

 

We have been in contact with Ms. ***** to apologize for the many mix-ups caused by an order processing error that was made on an order placed by another ***** ***** who also lives in Downers Grove, IL 60515.

 

We have made the proper corrections, and we have taken every possible step to ensure that this will not happen again.  We are also sending Ms. ***** a $50 Gold Violin gift card as a gesture of our goodwill and sincerest apologies.

 

Your assistance in helping us to resolve this matter is appreciated.

 

Sincerely,

 

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

Customer Care Specialist

Office of the President

 

 

Consumer Response:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me. 

Regards,

 

****** *****

 

 

11/4/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: About 6 months ago I purchased 3 pairs of pants(pair of sweats at 29.00 and a pair of capris and a pair of jeans at 24.99 each). I finally received all three. I ended up returning the pair of jeans though for a different size. I received 2 statements telling me when delivery date would be for the jeans and they never arrived so in Aug I spoke to a rep at Blair to cancel the jeans and she would waive the late fee off my bill since I never rec them after returning them and she would adjust the bill. The next month my bill came in for 66.00 w/a late fee of 25.00 and I just rec this months bill for 78.00. I spoke to another rep in Sept and was told they will deduct what I didn't purchase and any late fees. I then got a letter from them saying they deducted 3.00. Who is doing the math there? According to my records, I told them that I should owe them 13.00 plus ship/handling. It appears they will keep sending me bills and include late fees. They are unwilling to work w/me. Thank you for your time. ***** ******

Desired Settlement: It would be nice if they would stop sending me bills and w/late fees. I am willing to pay them 13.00 plus ship/handling which is according to my records the balance I owe them for the other 2 pairs of pants...not 78.00. If you want copies of the bills, letter stating they took 3.00 off account, the checks that I paid to them, I would be happy to send them your way. Thanks again.

Business Response:

 

Thank you for sending us the complaint you received from Ms. ******.

 

Charges were made to Ms. ******’ account for $58.22 and $13.99 for a total of $72.21.  Credits for $11.25 and $3.00 were issued to her account totaling $14.25.  The difference between the charges and credits is $57.96.  That amount was for the White Denim-Eze Capris (24.99), Heather Gray Sport Pants (13.99), shipping and processing (9.99), and a SmartPost return label fee (8.99) when she chose that method to return the merchandise.

 

In the interest of customer satisfaction, we are processing an additional credit of $18.98 to remove the shipping and return shipping charges from Ms. ******’ account.  We have also contacted Comenity Capital Bank on her behalf and asked them to remove their charges, reinstate her credit limit, and clear the incident from her credit report.  Once all credits have been issued in approximately 4 to 8 business days, the balance on Ms. ******’ account will be a credit balance of -$1.02.

 

Your assistance in helping us to resolve this complaint is appreciated.

 

Sincerely,

 

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

Office of the President

10/17/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Would like a refund of the gift cards I purchased May 12 2013 on Order Number ********. The cards were purchased as a mother's day gift and totaled $150.Over two weeks ago my mother called the company to place an order (Order ********). The representative told her the card numbers were not valid. The clerk said someone would call her about them. After 3 phone calls, they still could not agree the cards were valid.I had a e-chat (Oct 8), sent a tweet (Oct 10), and a phone call (Oct 11). The first one said her manager would have to review it. The second one (****) said she had taken the original call from my mother and had escalated the issue to management. They don't understand what is wrong with the cards. She was going to escalate it to management and said I should expect a phone call that afternoon.There has been no phone call or refund to credit call.

Desired Settlement: Please refund the $150 from Order Number ******** and explain to me how this circumstance will be prevented from happening in the future.

Business Response: Thank you for providing us with the opportunity to respond to Ms. ********'s complaint with your office. We have reviewed our files and find that the two gift cards are still valid and we do not show previous correspondence having been received from her. To resolve the matter we are voiding the original gift cards and issuing a refund to Ms. ********'s credit card. This credit should appear on her credit card account shortly. We are sorry for the difficulty she and her mother had with the gift cards and we hope this will resolve the matter to Ms. ********, her mother, and your offices satisfaction. 



If we can be of further assistance regarding this matter, please don't hesitate to contact our office. We appreciate this opportunity to be able to resolve this matter.


Consumer Response:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.   

Regards,

 

 

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

 

 

9/30/2013 Billing/Collection Issues
9/25/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I have made numerous telephone calls requesting the customer service department to discontinue sending me Appleseed's and affiliate catalogs. It's been close to a year since my original request and I am still receiving catalogs.

Desired Settlement: STOP mailing catalogs to my address immediately.

Business Response: Thank you for contacting our office on Ms. ****'s  behalf. We have reviewed our files and do not find a request from Ms. ****'s to be removed from our mailing list and our sister companies. We have removed her name and address from our files at this time. Since our mailings are prepared in advance to be sent to our customers she may receive a few more until the name removal takes full effect. We have also contacted our corporate offices to make sure Ms. ****'s name and address are removed from our files at all levels. 


We hope this will resolve the matter for Ms. ****'s and your office. If we can be of further assistance, please don't hesitate to contact our office.


9/25/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I made the mistake of ordering a jacket from this company without checking them out first. Placed a phone order and recieved the item without a problem. The fit was awful and mailed it back 26august2013 with their prepaid label the cost to me 8.99 aloss. NO TRACKING NUMBER, NO HELP FROM CUSTOMER SERVICE, ONE PERSON TOLD ME THERE WAS A TRACKING NUMBER ON MY RECIEPT. HOWEVER THE US POST OFFICE CONFIRMED IDEED THER WAS NO WAY TO TRACK IT. NOW I AM INFORMED BY APPLESEED'S THAT ATTENTION IS GIVEN TO OUT GOING PACKAGES NOT RETURNS. I MAY HAVE A REFUND IN ANOTHER 2 OR 3 WEEKS.BOTTOM LINE: IS THEY KEEP MY MONEY IN THIER BANK AND I CAN'T EVEN CONFIRM WHEN THIS PACKAGE WAS RECIEVED BY THEM. CLEVER, UNETHICAL PRACTICES LIKE THIS NEED TO BE STOPPED. THANK YOU,****** *********

Desired Settlement: payment was put on our Visa cardjust want it back and to never hear from these people again.

Business Response: Thank you for providing us the opportunity to respond to Ms. ********'s complaint. We have reviewed our files and find that we have received her return for which a credit of $60.61 is currently processing and should appear on Ms. ********'s credit card account within a few days. A fee of $8.99 was made for the use of the Return Label used to return the merchandise. We are removing this charge at this time and a second credit in the amount of $8.99 should appear on her credit card shortly. We hope this will resolve the matter to Ms. ********'s satisfaction. If we can be of further assistance, please don't hesitate to contact our office.



9/3/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I returned an item that they shipped to me that I did not order. They shipped the wrong item. They continue to bill me for the shipping and the item. They are also charging me interest I have called and wrote them and they will not stop trying to collect money from me.

Desired Settlement: I want the bill reversedOrder # *************** #*******************

Business Response:

 

Thank you for sending us the complaint you received from Ms. ******.

The merchandise she returned was credited to her account on 06/17/13; however, there were remaining charges totaling $16.98 for shipping and processing (5.99) and Protection Plus (2.00) that are not credited when merchandise is returned, and a SmartPost return label fee (8.99) when she chose that method to return the merchandise.

Due to the misunderstanding, our remaining charges have been removed from her account.  We also contacted ******** ******* Bank on her behalf to remove their charges.  The current balance on Ms. ******** account is now $.00.

Your assistance in helping us to resolve this matter for Ms. ****** is appreciated. 

 Sincerely,

 ***** ** *****

Office of the President 

8/30/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Back in May I ordered clothing items from them using the internet. I just noticed that my credit card is being billed $14.95 a month for something called " Blair Rewards" which I did not want. I called and talked to 3 people getting no understanding of how these charges occurred and for what service. They "assured" me that the charges will be refunded on my credit card, but I don't feel reassured since all I have is a verbal confirmation. I could not get them to send me an email/letter so that I have concrete evidence. I don't want to wait for at least a month to check my next credit card to find out if they're telling me the truth or not.I checked on the internet and found out that many other people have had the same problem I am experiencing. What can be done NOW to get this taken care of? I am very concerned!

Desired Settlement: I explained this above.

Business Response:

We are in receipt of your August 23rd letter forwarding the complaint of ******* * *******, and we appreciate this opportunity to respond.

On August 28th we called and left a message on Ms. *******’s answering machine to explain. We told Ms. ******* that her Blair Rewards membership was canceled on August 23rd and a full refund ($14.95 X 3 + $1.95 = $46.80) was issued to her credit card.      

Ms. ******* enrolled in our Blair Rewards program when placing an online order on our website on May 4th.  After placing her order she was offered an opportunity to save $15 off her next Blair purchase simply for trying a membership in our Blair Rewards program. At no time was she ever obligated to accept the membership offer, and her Blair order was not contingent upon her accepting the offer. 

To enroll in the program, Ms. ******* clicked offer and was taken to a web page that fully described the terms, benefits, conditions, and costs of the program.  It was on this page that she entered her email address, zip code, and clicked on the ‘Join Now’ button. Had she skipped any one of these steps, no membership would have been established. Of course, once she enrolled, she could have canceled the program at any time with no further obligation. This program is no longer being offered to our customers. 

As always, it is a privilege assisting our customer in the resolution of her complaint. 

Sincerely, 

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

Compliance Coordinator  

Consumer Response:

I am unable to respond to the message in your "normal manner".  I will be happy IF I receive the refund on my credit card.
   I still say I have received absolutely NOTHING ----not even any information ---about these "rewards".  I have no idea what this "offer" means. 

 

 

 

 

 

 

8/27/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I called Blair in June 18th. 2013 to cancel 14.95 rewards membership and yesterday we received a bill for 14.95 plus late fee dues on their credit card called Blair classic. Saying we now owed a total of 30 dollars for the membership for the $14.95 plus late fee of 19.95 and I called blair to tell them this was the 3rd time I called to cancel rewards membership and the said I had to call ###-###-#### to see about the late fee charge and they told me I had to talk to Blair. So I'm not sure how to cancel the late fee charge because the blair account is in my Mom's name ******* ****** and I don't want to have her end up with it messing her good credit rating. Her and I live together so our phone and address is the same. I need help making sure this $19.95 charge is cancelled and to make sure they know we don't owe the total of 30 charge because we cancelled back in June and they said nothing about calling and making sure there was no late fee charged and yesterday we got a bill saying we owed $30 dollars the Date we received this bill yesterday 8-19-2013. We would appreciate any help to see about getting this resolved for us. Thank You so much!!! We didn't appreciate the run around blair is giving us. Thank You so much for any help you can give us to definitely get this resolved.

Desired Settlement: Just to resolve so we don't owe any money or late fees and to keep my Mom's great credit rating and so we don't receive further bills or notices.I called Blair and told them to take us off their mailing list. We no longer would like to deal with Blair.

Business Response:

Dear Ms. ******: 

 

We are in receipt of your August 20th letter forwarding the complaint of ******* *** ****** on behalf of her mother, ******* ******, and we appreciate this opportunity to respond. 

 

On August 26th we called ******* ****** and left a message to explain that on June 19th her mother, ******* ******** Blair Rewards membership was canceled and a partial refund of $14.95 was issued to her mother’s Blair Credit Card account. In interest of customer satisfaction, and to resolve this matter, on August 20th we issued credits for the remaining charges ($1.95 + $14.95).  Since ******** Bank administers our Blair Credit Card accounts we asked them to remove any fees associated with these charges, which they have done. There is now a small credit balance on her mother’s Blair Credit Card account. 

 

As always, it has been a privilege assisting our customer in the resolution of her complaint. 

 

Sincerely, 

**** * ********  

Compliance Coordinator  

Consumer Response:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.   

 

Regards,

 

 

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

 

 

8/21/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Placed an order & all items were returned with the exception of a top for $9.95. Was billed for shipping, interest and collection costs now totaling over $167. Too much to pay for a top on sale!!!

Desired Settlement: Willing to pay for top & it's shipping cost & interest. Unwilling to pay additional collection fees & other fees.

Business Response:

Thank you for sending us the complaint you received from ******* ********.

We have no record of Ms. ******** previously contacting us about this matter.  Our remaining charges were $51.50 for the top she kept (3.59), shipping (27.98), return label fees (17.98), and Blair Rewards (1.95).  In the interest of customer satisfaction, we issued credits for all remaining charges.  We also contacted Comenity Capital Bank on Ms. ********** behalf regarding their charges.  They assured us that she would not be held responsible for the late fees and finance charges on her account.

Your assistance in helping us to resolve this matter is appreciated.

Sincerely, 

 

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

Office of the President 

8/19/2013 Problems with Product/Service
8/15/2013 Billing/Collection Issues
8/15/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: For 20 years have been ordering clothing from Blair. Always filled out orderform in catalog and sent personal check as payment. About 2 years ago, company started harassing me with phonecalls insisting that I had a credit account, and then a credit card. At 95 years old, I have NEVER had a credit card nor do I ever want one. They insisted that I did, and after MANY phone calls finally they promised that I would not be charged the service fees for the credit card I never had nor wanted to have. Thought we were done with this mess, but in March of 2013, a subsidiary? of Blair, Holstead Jewelers of Bolingbrook, IL 60490-9818 sent me several packages of cheap costume jewelry which I did not order or want. They were all sent back to them and after many phone calls to that company (whose credit system is hooked up with Blair Corporation)"Rose" promised me on March 25, 2013 that I would not receive any more correspondence from them and that my information would be purged from the system. Now yesterday, they have been calling me and some young man from what he said was a "bank" was VERY insistent and would not stop harassing me. I finally gave in and gave him my last 4 digits of my social security number. I am afraid and scared. Please help me.

Desired Settlement: Just get these companies to stop harassing me, I have never had a credit card and don't want one! Please get them to take my entire information (especially my social security number) out of their entire system. And NEVER to harass me again.Thank you.

Business Response:

Thank you for sending us the complaint you received from Verna Hankee. 

When Ms. ****** signed the acceptance card (copy attached) for the free item offered, she was enrolled in a continuous marketing program.  This authorized us to send periodic shipments of merchandise to her and bill her Blair Credit Card account.  If she did not return the customer service card that accompanied the free item asking us to cancel her from the program, the merchandise continues to be sent every one or two months.       

The jewelry was all returned; however, there were shipping charges remaining.  We removed the remaining charges, and we contacted Comenity Capital Bank to remove their charges.  They verified that they have done so, and they also verified that Ms. ******** account has been closed and the Credit Reporting Agencies have been notified to update their records.  Ms. ******** account was opened in 2003 when Blair had our own in-house credit.  We sold our credit portfolio to World Financial Capital Bank (now known as Comenity Capital Bank) in 2005.  

Your assistance in helping us to resolve this matter for Ms. ****** is appreciated. 

 

Sincerely, 

 

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

Office of the President  

8/14/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On June 23, 2013, I got online and purchased a $25- gift card that was supposed to be emailed to my mother for her birthday. They debited the $25- from my account on 6/25/13. After waiting several days, my mother never received the gift card. I contacted the company at the phone # listed on the debit on my checking account(that # is ###-###-####). They said that it would be taken care of. I have contacted Blair almost once a week since then, requesting they take care of getting my mother this email. I finally told them just to email it to my email address. They agreed, I still never received it. I contacted them again, today 7/19/13. I asked for a manager, they stated they have no protocol to get ahold of a manager, no phone #. Only email and that they would email their manager again. Told them I didn't beleive they couldn't get ahold of management and angrily asked them to email me while I was on the phone with them or credit my account. Connie stated that was not protocol and she would have to email management again. I have made at least 4 phonecalls to this company regarding this. I told them I would turn them into the better business bureau.

Desired Settlement: I want my $25.00 credited back to my account!!!!!

Business Response:

July 30, 2013 

Thank you for sending us the complaint you received from ****** *****.  We tried to reach her by telephone, but we were unsuccessful. 

 

We are truly sorry for any inconvenience she was caused regarding the Electronic Gift Card she ordered for her mother.  The first gift card was sent on 06/24/13 to ********************, and the second gift card was sent on 07/22/13 to *********************************  Either the email addresses were incorrect, or the gift cards may have ended up their spam folders if their computers did not recognize our email address. 

 

Ms. ***** has been fully reimbursed for both $25.00 charges.  A credit of $25.00 was issued to **** on 07/23/13 for the first charge, and a credit of $25.00 was issued to **** on 07/29/13 for the second charge.  Both gift cards have been deactivated. 

 

Your assistance in this matter is appreciated. 

 

Sincerely, 

 

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

Office of the President 

8/14/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I placed an order with Gold Violin on 5/31/2013 for;1 Travel Wheel Chair #***** $239.001 Brush #***** $39.001 Bath Bench #***** $65.00I returned the bath bench immediately, due to was not stable and safe to use. I called and verified they received the bath bench mid June. Since mid June, I have been calling and expediting my credit for $65.00 almost daily. Everytime I call I am hearing different promise date for the credit. Purchase was made on debit, and per my bank, credits are processed as soon as they are received daily. As of today 7/19/13 credit has not reached to my account. I called Gold Violin this morning, as usual they promised to do it today.Gold Violin is a very poorly managed, very unreliable mail order business.People should think twice before placing any orders with Gold Violin.

Desired Settlement: I would like to receive $65.00 credit immediately.I promise not to place any more orders and advise everyone I know with this experience.

Business Response:

We are in receipt of your July 19th email forwarding the complaint of ***** ****, and we appreciate this opportunity to respond. 

 

On July 30th we called and left a message on Ms. ****’s answering machine to apologize and inform that two refunds ($56.01 and $8.99) were issued totaling $65.00. This reimbursed her for the defective Bath Bench she returned.  

 

Return refunds do not generally take this long to process from the date the customer returns the merchandise; however, on July 1st we instituted a major upgrade to our computer systems, and unfortunately, this may have caused a slightly longer processing time and for this we sincerely apologize. 

 

As always, it has been a privilege assisting our customer in the resolution of her complaint. 

 

Sincerely, 

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

Compliance Coordinator  

8/13/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I placed an order with Blair for a total of $75.78.Through my **** they have charged me $163.55An over charge of $87.76I have written to them twice to receive what they owe me and get no response.

Desired Settlement: I would like a refund by check.

Business Response:

 

Thank you for sending us the complaint you received from**** ****.

 

 

Ms. **** returned two bras for an exchange to a different style bra.  A credit was issued for the returns, and the replacement order was charged to her credit card when it was shipped.  We have attached an itemized statement of both orders showing the charges to her credit card and the credit that was issued.  We hope this will clear up the misunderstanding. 

 

Your assistance in this matter is appreciated. 

 

Sincerely, 

 

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

Office of the President 

 

8/13/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Ordered 4 items on 4-9-2013. Two of the 4 items received, but two were backordered and to be shipped on 6/17/2013. To date (7/20/2013)the backordered items have not been received.

Desired Settlement: The two backordered items should be shipped to me immediately or a refund should be issued in the amount of 71.98 plus tax.

Business Response:

Thank you for sending us the complaint you received from ****** *******.

We are truly sorry that two of the items Ms. ******* had ordered were unavailable.  Both items were canceled when we did not receive a response to our second backorder notice, and a refund check for $75.96 was sent to her on 07/08/13.  However, the refund check has not yet been cashed.  If she did not receive it, she should contact our office at ###-###-####. 

Your assistance in this matter is appreciated. 

Sincerely, 

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

Office of the President 

8/9/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On June 18th I ordered an 8 ft. outdoor awning. It cost me $269.15. I received it about 2 weeks later, the wrong size. They cashed my check but didn't deliver the correct awning. I called them and talked to ******. She said that *** ** would call me when they were going to pick up the old awning and she would send me the correct size. Didn't happen. I called about two weeks later and talked to ****** & asked why they hadn't picked up the awning. She didn't know, after some conversation she said it may be because they got a new computer. She said they couldn't deliver the correct awning until they picked up the mistake. I said I'd like to know when they'll be here and she didn't know. I asked for a supervisor to call me. She put me on hold and said the supervisor Miss ******* would check on the order and call me back. She never called back. This week I called again and they have no answers. I told them I want to know when they'll pick up the wrong awning and deliver the correct awning. Summer will be over and I won't need it. I feel this is not my fault, they have my money and I don't have the product. This is very frustrating and I'd like to get it resolved.

Desired Settlement: I would like the correct awning, as soon as possible. If not they can return my money.

Business Response:

We are in receipt of your My 29th letter forwarding the complaint of ***** ****, and we appreciate this opportunity to respond.

On My 31st we called and spoke with Ms. **** to apologize, and to inform her that a call tag had been issued. She was happy to learn that ***** would be there to pick up the package on August 1st. In our conversation, we promised to refund her once the awning was picked up, and on August 2nd a refund of $254.15 was issued to her credit card for the 8’ Window Awning.

We called Ms. **** again on August 6th to inform her that a refund of $254,15 was issued to her credit card on August 2nd for the awning she returned.

 


As always, it has been a privilege assisting our customer in the resolution of her complaint.

Consumer Response:

I did get a response from Solutions. Tha gal said the return was never ordered and she would do it right away. She would then give me credit once she knew the return was picked up. That I wouldn't have to wait until it was delivered back to them. 
 
I thought that was good until I got a $15.00 credit posted to my bank account two days after the pickup. I panicked and wondered if that was all they were going to credit me since they owed me $269.15.  
 
So I had to make another phone call to them and they said credit would take up to a week to show up. I said then why did the $15.00 credit show up? They didn't know but I think the $15,00 credit was for shipping.  
 
I did finally get the full credit yesterday 8/7.  Now I'm happy and I don't ever want to deal with Solutions Catalog again!
 
Thank you for your help!
 
***** **** 
 



 

7/31/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Paid for items which shipped on 6/16/13. They never showed up but post office showed as delivered. I have a locked mailbox so wasn't stolen. I called CS to discuss. Response is:"We show it delivered". When pressed by me they said, "you can have it refunded, or re-sent, but not until 30 days has passed. It's our policy". Is that on your website? "No, but that's our policy". She suggested I contact the post office for tracking. Postal carrier tried everything to find it (including hanging a note on the mailboxes in case it was placed in the incorrect one, but could not find. So I called after 30 days to reorder. I requested *****, not "***** ****" to avoid any further issue & was told ok. I was willing to pay, but she indicated she changed it to ***** without the extra charge(they should, since they've had my money for 5 weeks and I have nothing to show for it). She said they would email when shipped. I saw they've charged me again & I've received no email confirming the order or shipment. I called to question charges and status. Response:"You are refunded the old charge and then newly charged". OK,where is the refund? It hasn't shown on my card. "Sorry but we show refunded". Asked her, sending *****, right? "No-***** ****". Woman I spoke with said she changed it to ***** for me. "Well, she didn't-sorry". Fine-please change it to *****. "No, too late". Why not, it hasn't shipped yet? "Yes it has". Where is my email? "It shows you were emailed." I wasn't. Can you send another email? "No-unable to, but when it's shipped, you'll get one". Since I have no email yet and you said it was "ready to be shipped", that means I can change the delivery. "Nope. Sorry". She was a BIG FAT LIAR (all the discrepancies in one phone call from her lips) and terrible customer service. I still don't know if it's been sent or if I've gotten a refund because although she says it has shipped and I have gotten the refund, I have no evidence of either of those, despite being charged now, twice, for the same order.

Desired Settlement: I want the refund for the original order I never received, which the CS agent said has happened, but hasn't.I want replacement items sent to me via ***** (not ***** ****) if it hasn't left the company warehouse yet.I want communication of the status of the order.I also want an apology from a manager at the company for the terrible treatment of a paying customer.

Business Response:

We are in receipt of your July 18th letter forwarding the complaint of ****** ******, and we appreciate this opportunity to respond.

When a package is reported lost, we ask our customers to allow the post office 30 for delivery, this is normal procedure. Once the 30 days are up, and the customer has checked with the post office, we issue a refund for the first package, and then, we enter a new order. We do not charge for the new order until the package is shipped. 

We are sorry to learn of the problems Ms. ****** experienced with regards to her June order.  On July 15th when she contacted us we issued a refund of $97.13 to her credit card, and entered a new order for the four camis. We called and spoke with Ms. ****** on July 30th to apologize, and she confirmed receipt of both the package and the credit.  

 As always, it has been a privilege assisting our customer in the resolution of her complaint. 

 Sincerely, 

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

Office of the President 

Consumer Response:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

From the company:"When a package is reported lost, we ask our customers to allow the post office 30 (days) for delivery, this is normal procedure". My response iscompanies who care about customer service do not think it's normal procedure to make the customers, first wait for 30 days, then make the customer check with the company's shipping agent when that company's agent has lost the package.  Also, although it may be their normal procedure, they do not post that policy anywhere so the consumer has a fully informed choice about whether they are willing to wait 6 weeks for potentially lost orders and then to have the onus on them to do the footwork of tracking it for the company. Further, to wait 30 days when the package could have gone coast to coast 4 times over in that amount of time is unreasonable.

From the company:"Once the 30 days are up, and the customer has checked with the post office, we issue a refund for the first package, and then, we enter a new order. We do not charge for the new order until the package is shipped." My response to that is: I take exception to both of these statements. First, I was recharged before the items had shipped. I was charged on a Monday and there was no communication to ***** for pick up until Friday evening 4 days later. Second, the refund showed up in my account 2 days after the recharging, not before the recharge. Further, upon my request and offer to pay, I was told the order would be shipped regular ***** and therefore trackable. It came *********, not *****, so it was a full 10 days before receiving the re-order. Unacceptable. 

They exhibited very poor customer service with no offer of any type of consolation. I will not do business with them again. If you read the reviews from other consumers, there are numerous complaints of a similar nature. They apparently don't care enough about their bread and butter customers to make small tweaks in the way they treat them so that the general opinion of them would improve and they would get more repeat business. 

And the most disturbing fact of all.....the BBB shamelessly gives them an A+ rating because this company pays them, despite over 200 complaints against them. Shame on the BBB

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

 

 

7/19/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I placed an order with Blair for my 89 year old aunt and was told there wouldn't be any problems returning the item. I did have to return it and have the email stating they received it. The problem is that my aunt is receiving a bill. When I talked to them a couple of weeks ago they said she owed them $150 for shipping and handling and interest charges. We sent the items back and they said they charged for shipping it to us and us shipping it back and then they shipped it back to us and we had to return it again and was told they charged her for that also. I made several phone calls and sent a couple of emails asking about these charges and was told they couldn't remove these charges but would talk to a supervisor and see if they could remove the charges and let me know. Well I received another bill this week for $68.59. Previous balance was $150.17 and they issued a credit of $118.20 and then charged $35 for fees and $1.62 interest and a past due amount of $31.97. I am not sure what else to do or say about this but I believe it is a scam they run on the elderly people thinking they will just pay the bill. They called my aunt several times and have upset her so much. She keeps telling them she doesn't owe them that she returned the items. I have documentation that they received these items back and credited her account. A couple of months later they send her a bill for over $60 and then it just keeps going up from there. I have ordered from other companines and never had problems returning something. I would really appreciate any help that you can give me with this problem.

Desired Settlement: I just want them to remove all charges and stop calling and billing my aunt for something we don't have.

Business Response:

Thank you for sending us the complaint you received from******* *****.

We apologize for any inconvenience Ms. ********* was caused.  The original shipping and processing charges including Protection Plus (if requested by the customer) are not credited when merchandise is returned, and there is a fee of $8.99 for each use of the return label that is attached to our packing slips.  The fee is shown on the front of the label, and an explanation of the fee is shown on the back of the packing slip.  Our customers are under no obligation to use the label.  They can return merchandise on their own by using the delivery method of their choice. 

In the interest of customer satisfaction, credits are being issued to remove all remaining charges from Ms. *********** account.  We have also contacted ******** ******* Bank, the owner and administrator of the Blair Credit Card, to remove their remaining charges and clear the incident from Ms. *********** credit history. 

 Your assistance in helping us to resolve this matter is appreciated. 

 Sincerely, 

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

Office of the President 

Consumer Response:

I have reviewed the response made by the business in reference to complaint ID ******* and have a question.   Just to make sure I understand this reply, does this mean my aunt doesn't owe anything or does this mean she needs to pay the $8.99 shipping charge? The letter stated the $8.99 charge and that they would remove all remaining charges so I just need to make sure if I need to pay this or not.  I didn't see this on the label or in their return email that sent me stating they received the items we returned.

Thank you so very much for helping me with this issue.  This is the very first time I have ever filed a complaint and very impressed with the way BBB has worked with me. 

Regards,

 

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

 

 

 

7/18/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Have been buying from your company for many years. I ordered 4 shorts recently and they were not as good as quality as usual. In fact one was very poorly sewn. I was willing to exchange the product for another one but when my daughter called for me the lady told her that they will charge me 8.99 to do so. When she asked her why I should have to pay for exchanging or returning something that was poor quality she told her that "nothing in this world is free".

Desired Settlement: I would like the product replaced without having to pay more to have that done.

Business Response:

 

Thank you for sending us the complaint you received from **** ******.  We tried to reach him by telephone, but we were unsuccessful.

 

We are truly sorry for the inconvenience we caused him.  The return label fee should have been waived since the shorts were poorly sewn.  We are sending Mr. ****** a letter with a postage paid return label attached for his convenience in returning the shorts for an exchange or credit. 

Your assistance in helping us to resolve this matter is appreciated. 

Sincerely,
***** ** ******
Office of the President 

 

 

 

 

7/18/2013 Billing/Collection Issues | Complaint Details Unavailable
7/12/2013 Advertising/Sales Issues
7/11/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have been trying for months to opt out of their Blair Rewards Program. I'm not even sure how I got in this in the first place. I have sent emails and called numerous times. They keep charging my account $14.95 each month. When you call no one seems to know how to deal with this problem. They just send you from one person, and phone number, to another. They always say someone will get back to you - but they don't. They say a simple phone call or email is all it takes to opt out of this program but neither is true. Yesterday I actually was shifted around to four different people and phone numbers - none of which seemed to be able to help me. I have become so frustrated that I did a search on line and found out that there's a huge number of people having the same problem with this Award Program. People are finding these charges on their bills just because they ordered from this company and many with the same problem that I have. They just simple will not let you out of this. I have been ordering from this company for years and never dreamed that they would be part of such a scam - but this is a SCAM and a big one by what I have read online.

Desired Settlement: I simply want these charges to stop. If they don't then I will file another complaint and at that time will request every $14.95 amount charged on my account be reimbursed.

Business Response:

We are in receipt of your June 18th email forwarding the complaint of ****** *******, and we appreciate this opportunity to respond. 

 On June 26th we called Ms. ******** to explain that after she made her February 12th purchase on our website, she was presented with an opportunity to save $15 off her next Blair purchase, simply for trying a membership in our Blair Rewards program.  At no time was she ever obligated to accept this membership offer, and her Blair purchase was not contingent upon her accepting the offer. 

To enroll in this program, Ms. ******** clicked on the offer and was taken to a web page that fully described the terms, benefits, and costs of Blair Rewards. By entering her email address, zip code, and clicking the acceptance button, she activated a membership in Blair Rewards.  Had she skipped any one of these steps, no membership would have been established. Of course, once she enrolled in the program, she had the option to cancel the membership at any time with no further obligation. 

 Per Ms. ********** request, her membership was canceled on May 20th.  In interest of customer satisfaction, we issued three refunds of $14.95 each to her credit card on June 18th for the monthly membership fees. 

 As always, it has been a privilege assisting our customer in the resolution of her complaint. 

Sincerely, 

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

Compliance Coordinator

7/10/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Called March 4,2013 to cancel receiving catalog. Was told I would receive 1 or 2 more before they will stop. I have received 5 more catalogs and 2 envelopes and it is late June. I called May 20, 2013 to see why I was still receiving the catalogs and to confirm original cancellation date. Cancellation date was confirmed. I called again June 5,2013 to ask why I am still receiving catalogs. I was told that it has been entered to stop mailing catalogs. Called again June 21, 2013 and was told that the cancellation was entered into the system June 11, 2013. I was also told that the cancellation takes 6 months and yet I was also told that I would only receive 1 or 2 more catalogs. So which is it? I want the catalogs to stop and I want them to stop now.

Desired Settlement: I want the catalogs to stop immediately. I was originally told that I would receive 1 or 2 more and that was not the truth. I was told that it takes 6-8 weeks before the catalogs stop and that was not the truth. Then I was told that it takes 6 months before the catalogs stop and that is probabaly not the truth either. And besides, 6 months of receiving catalogs after you have requested them to stop is an excessive amount of time.

Business Response:

Thank you for sending us the complaint you received from ****** *****. 

We apologize for the inconvenience she is being caused by the Appleseeds catalogs she is receiving.  We were able to reach her by telephone to explain that she had two customer numbers and it appears that she was marked for removal on 06/11/13 when she called us.  Ms. ***** stated that she was removed on 03/04/13.  We contacted Appleseeds, and they agreed that it looked as though she was already flagged for no mailings.  They did add Ms. ***** to their Do Not Mail list; however, they said she will be receiving a few more catalogs until she is completely removed.

We are hoping Ms. ***** will allow some more time for the removal to take full effect, and again, we apologize to her for the inconvenience.

We appreciate your assistance in helping us to resolve this matter for Ms. *****.

Sincerely,

***** ** ******                                                                                                                             
Office of the President


7/9/2013 Billing/Collection Issues | Complaint Details Unavailable
7/9/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I made an order online for an e gift card to be emailed to my mother for the amount of fifty dollars. On their website it says that the e gift cards are emailed the same day they are ordered. However, nothing showed up an either email account. When I called to ask about this, I was informed by a very rude person that it showed it to be shipped on the 28th of June. I found this odd because it wasn't suppose to be shipped and was suppose to be emailed. When I called the second time, I was told again that it was shipped and that the matter would be taken care of. After a few days of nothing appearing, I contacted them via email and was met once again with rude service and told that it had shipped and I had to wait. Once more this was odd. Finally, I called again on the 8th of July and spoke to a supervisor who did not seem to have much more manners then the service representatives. I was informed by her that there was no shipment put out on the 28th and that none of the previous information I had given them was listed on the file. I was then told that it was sent out again the 2nd and that she was unsure what happened and it must have something to do with the holiday. When I asked to speak with the people in charge of that department, she said that she couldn't talk to them directly either and reassured me a message would be sent.

Desired Settlement: I would like my fifty dollars refunded back to me since I have not received my gift card and do not wish to deal with their rude customer service again.

Business Response:

Thank you for sending us the complaint you received from ******* ********. 

We are truly sorry for the mix-up regarding the E-Card Ms. ******** ordered to be sent to her mother’s email address.  The E-Card has been deactivated, and a credit of $50.00 is being processed to **** ending in ****.  The credit should show in her account in approximately five business days. 

We spoke to Ms. ******** earlier today, July 9th, to apologize and verify if she wanted a replacement or credit.  We are also sending her a $25.00 gift card as a gesture of goodwill and our sincerest apologies.  We were unable to locate the telephone calls she made to Customer Service under the telephone number we have on file which is ###-###-####.  If she called from a different telephone number, we would appreciate her giving us that information by calling ###-###-####. 

Your assistance in this matter is appreciated. 

Sincerely, 

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

Office of the President 

6/27/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a few items from the Blair catalog which I received in the mail from Warren PA. These items were very inexpensive and small. I did not find out until my husband began noticing automatic and reoccurring charges of $14.95 for the past several months with the charge of 'reoccurring rewards'. I did not authorize or agree to this whatsoever. I called Blair's customer service and they said that they Take care of this, have it cancelled, and refund my account. Nothing happened for another moth and I incurred the same automatic withdraw. I called again and this time could not connect with the customer service department and was dropped into voice mail which gave me several recorded prompts, one of which was to cancel the online rewards program. I hit the prompt to respond to the cancel and received the automatic message that the prompt had been acknowledged. Once again, another month and another charge. I tried calling again, and once more wound up in the never ending prompts.After months of attempts to try and get this resolved, I had no choice but to contact my bank's fraud department, explain the fraudulent charges, have my bank account with my credit card closed.Is this the way that customer's are treated? Really? I have not had a late payment of any kind in over 35 years, my credit rating is excellent, so why does one have to deal with such shady and deceiving tactics? I went so far as to perform a google search on this 'rewards' charge associated with Blair and found 100's of hits. This is an outright scam. You people have the nerve to rate this company good? What stats are you looking at?

Desired Settlement: I want my funds returned and I want this information escalated to their management which I'm sure are well aware of this scam and actually are probably condoning it. This needs to be logged into your BBB system, because it is absolutely impossible to believe that you have not heard of this before. Or maybe you like Corporate America turns a blind eye to us hard working honest American citizens. **** ** ****

Business Response:

We are in receipt of your June 6th email forwarding the complaint of **** * ****, and we appreciate this opportunity to respond. 

 On June 11th we left a message on Ms. ****’s answering machine to explain that after placing an placing an order with one of our associates on October 28, 2010, she was presented with an opportunity to accept a membership in Blair Rewards for a full 30 days.  This offer included receiving, in the form of a gift code number, $20 off her next Blair purchase.  At no time was she ever obligated to accept the membership offer and her Blair purchase was not contingent upon her accepting the offer. 

The representative taking Ms. ****’s order is required to inform all customers of the program terms before asking them if they would like to accept it.  Any customer who is interested in the offer is asked to enter the last four digits of their telephone number on their telephone key pad to confirm their acceptance.  It is explained to the customer that after the first 30 days, the membership will automatically continue for a membership fee of $14.95 per month, billed by us as Blair Rewards to the same credit card, unless the customer asks to be canceled from the program.  Cancellation may be made at any time with no further obligation.   

 Ms. ****’s membership was canceled on June 6th and a full refund was issued - twelve credits of $14.95 each were returned to her credit card, and two refund checks ($179.40 and $106.60) for the remaining nineteen months plus the $1.95 activation fee were processed to be sent to her ******** ** address. 

 As always, it has been a privilege assisting our customer with the resolution of her complaint. 

 Sincerely, 

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

Compliance Coordinator 

6/26/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I recived an offer by mail stating that I would get $14,95 off my next order. Now I am getting $14.95 charged each month to my account. I called and got myself off of the program, but then I found a whole page on the internet of complaints about the same thing. I would like to get the money back for the 2 months I was charged.

Desired Settlement: I would like my money back, but I would really like for them to stop doing this to others.

Business Response:

We are in receipt of your June 19th email forwarding the complaint of ******* ****, and we appreciate this opportunity to respond.


On June 26th we called Ms. **** and told her that two refunds of $14.95 each ($29.90) were issued to her credit card as she requested for The Tog Shop Rewards program.  We explained some of the benefits of the program and told her we no longer offer this program to our customers.


As always, it has been a privilege assisting our customer in the resolution of her complaint.

Sincerely, 

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

Compliance Coordinator 

6/17/2013 Problems with Product/Service
6/14/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On May 16 I received items I ordered from the Tog Shop, order no.********, ordered 5/6/13.The advertisement at that time stated free shipping, The invoice with the shipment advised me to phone ************** to get a "free shipping rebate on this order"Upon phoning I was asked for my name. address. credit card number,social security number, When I inquired why they needed this informationit appeared that they were setting up a credit card account in my name.Of course I do not want another credit card and the free shipping amount they were going to send me for this priviledge was $15 even though I was charged $18.99. Of course I refused to open an account and forfeitedthe so called free shipping. And they use a devious way to ensnare customers into opening a credit account.

Desired Settlement: I want other customers to be made aware of their practices and this information to be published. And i want a check for $18.99

Business Response: Thank you for providing us with the opportunity to respond to *** ******* complaint. Upon reviewing her order # ******** which she placed on our website we find that she did not provide a free shipping code when placing the order. Therefore, the shipping was charged to her in the amount of $18.99. An offer is provided on the packing slip which accompanies the order providing the customer with an opportunity to apply for a free shipping rebate through ****************. To receive the rebate the customer must join the Free Shipping Program and apply for the rebate through them. As a courtesy to *** ***** we have processed a credit in the amount of $18.99 to her ******** ******* Card which was used for payment on the order.  This credit should appear on the customer's credit card account within a few days. We hope this will resolve the matter to *** ******* and your offices satisfaction. If we can be of further assistance to you, please don't hesitate to contact us. 

6/13/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Blair signed us up for "Blair Rewards". We never requested "Blair Rewards" We are billed $14.95 a month TWICE on two separate credit cards. This has been going on since 2011. We have been charged almost $800.

Desired Settlement: We would like the money to be repaid.

Business Response:

On May 29th we spoke with ********* and informed him that he has been fully refunded for all charges made for the Blair Rewards program. Twenty-four credits of $14.95 each were returned to his ******** cards. Since his wife used two different ******** cards, one half of the credits will be issued to each of them.  The remaining twenty-five months, plus the two activation fees of $1.95 each are being sent to his wife via refund checks totaling $377.15.  

We explained to *** ********* that his wife ********* had enrolled in two separate Blair Rewards programs. Her first enrollment was on December 9, 2010 after placing a telephone order. At the time she enrolled, our representative would have explained the terms, conditions, and costs of the program to **** ********* prior to asking for her verbal agreement.  After verbally agreeing to the program, she would have been asked to enter the last four digits of her telephone number on her touch tone key pad as her electronic signature. Had she not verbally agreed, and entered the last four digits of her phone number, she would not have been enrolled in the program. 

The second time she enrolled was on July 23, 2011 when she placed an internet order. After placing her order, she was offered an opportunity to save $15 off her next Blair purchase simply for trying a membership in our Blair Rewards program.  At no time was *** ********* ever obligated to accept this membership offer, and her Blair purchase was not contingent upon her accepting the offer. 

To enroll in this program, *** ********* clicked on the offer and was taken to a web page that fully described the terms, benefits, and costs of Blair Rewards. By entering her email address, zip code, and clicking the acceptance button, *** ********* activated a membership in Blair Rewards. Had she skipped any one of these steps, no membership would have been established. Of course, once the customer enrolls in the program, they may cancel their membership at any time with no further obligation. 

Since we believe in customer satisfaction, we were privileged to assist *** ********* in resolving this matter by providing a full refund for all charges made for the Blair Rewards program. 

Sincerely, 
**** * ********  

Compliance Coordinator

6/13/2013 Billing/Collection Issues | Complaint Details Unavailable
6/5/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I returned (and requested an exchange) for an night gown. I provided my new credit card #, which was another debit card, from another bank, (**** **** ****** ** *******). The initial card (also a debit card) was from ******** **** ******* and I shut that account down before the exchange was processed. Therefore, upon the exchange the company claims to have given the refund to my account "** ********" After much running back and forth to see where my refund is, neither, ******** say that they can give me a refund, nor Blair/Orchard Brands. (I have stated to Blair several times that they should just reprocess the refund and they refuse to do so at 'my' request). I have also told them that, since I am an employee they can even just include it on my next paycheck which would be fine as well, especially since they have access to my banking information via direct deposits. I have even given them the suggestion to print out a paper check and send it to me, but still they refuse to process the amount of $42.00. (******** tells me that since the account was closed (and no new ones were opened and it is not 'credit' card) then there is obviously no account to place the funds into. I was (am still am not) even a client of ******** anymore. Therefore, I am under the impression that Orchard Brands (Blair ?) owes me my refund money. ....(They already charged my new bank acct for the exchange and no problems "taking" my money) but they still refuse to reprocess 'any' form of refund for my returned item. The reference # that you may need is: ***********************. (I got the run around so many times and it became so time consuming because of refusal on both businesses behalves that I decided to wait until my final exams were over @ school). Please help me.

Desired Settlement: I would like a refund in any way shape or form that it can come in from whomever it should come from. ******** they do not owe it to me and Blair / Orchard Brands told me the same thing. However, it is clear that 'someone' owes me my own money.

Business Response: Thank you for providing us the opportunity to resolve the dispute made by Ms. ******. In reviewing the order we find that a refund was issued to the original form of payment on her **** Card in the amount of $42.00 on December 12, 2012 for which we received a confirmation number of *********************** for the credit. The bank is responsible for refunding the customer once the credit has been received and processed to the account. Since the funds were not returned to ***********, a further refund was not due. To resolve the matter to both Ms. ****** and your office satisfaction we are having a cash refund issued to her which should be received within seven to ten business days. We appreciate the opportunity to be of assistance in resolving the matter. If we can be of further assistance please don't hesitate to contact us. 

6/3/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I returned a jacket because it was too large. I wanted an exchange but they were sold out. I called customer service and was told a refund was sent to my bank. I have not received the refund.

Desired Settlement: I would like the $95.99 returned to my account.

Business Response: In regard to the attached complaint for ****** ********, we appreciate the opportunity to assist you in resolving the matter. *** ******* returned a size Xlarge Petite ********** ********* and requested a size Large Petite which is currently on order for her. We were unable to obtain an authorization for the charge from her Credit Card Company in order to ship the exchange. When a return is received a credit is processed to the original form of payment less the return label fee of $8.99. A credit of $87.00 is currently processing to *** ********** credit card and should appear on the customer's credit card account within a few days. Once the credit for the return processes it may enable to exchange order to process for her if her credit card account has enough funds for the charge. We attempted to reach *** ******** regarding the exchange to see if she was still interested in receiving the coat but were unable to get an answer to our calls. We are currently holding the exchange order awaiting the return credit to completely process and verification from *** ******** if she still wants to receive the exchange order. We hope this will resolve the matter to both *** ********** and your office satisfaction. If we can be of further assistance, please don't hesitate to contact us.

5/7/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In October, 2011, I purchased an item from Blair Clothing Company. Next, I received an email that my Blair Rewards Membership was active. It contained a password, member ID, and code for $15 off my next purchase. I just assumed that it was one of these "points" programs that many stores have. Nowhere was it mentioned that my credit card would be billed $14.95 a month! I used the code, but ended up returning the item. Now my credit card has been billed $14.95 every month since October 2010, and I have never shopped at this store. I have called and left messages to end this membership, as it is hard to get someone on the phone.When I finally was able to talk to someone today, I was told that when I made my purchase and clicked "continue" I enrolled in this program, and agreed to pay $14.95 per month. This is a scam - I don't even know what benefits this membership is supposed to provide (that would be worth this monthly fee). I have asked for a refund, and was refused. I have never received any further correspondence from this company - they just keep billing my credit card.

Desired Settlement: I would like this company to end my "membership", delete my personal information (especially my credit card information), and refund me the nineteen months of $14.95 fees that they took from me.

Business Response:

We are in receipt of your April 26th e-mail forwarding the complaint of *** ******, and we appreciate this opportunity to respond. 


On May 6th we left a message on Ms. ******’s answering machine to explain that after she made her September 21st purchase on our website, she was presented with an opportunity to accept a Blair Rewards membership offer, including a gift code number representing $15 off her next Blair purchase, compliments of Blair Rewards.  At no time was Ms. ****** obligated to accept this membership offer and her Blair purchase was not contingent upon her accepting the offer.


To enroll in this program, Ms. ****** clicked on the offer and was taken to a webpage that fully described the terms, benefits, and costs of Blair Rewards. Ms. ****** was also advised, in clear visual proximity to the acceptance button, that by entering her email address, zip code and clicking the acceptance button, she was activating a membership in Blair Rewards. Had she skipped any one of these steps no membership would have been established.  Of course, once she did enroll, she could have canceled her membership at any time with no further obligation.

 

We are pleased that Ms. ****** was able to use the $15 gift code on her September 30, 2011 purchase. 

Per her request, we canceled Ms. ******’s Blair Rewards membership on April 25th and issued a full refund (19 X $14.95).  Twelve refunds of $14.95 each were returned to her credit card, and a refund check of $106.60 was sent to her for the remaining charges ($14.95 X 7 + $1.95). 

 

As always, it has been a privilege assisting our customer in the resolution of her complaint. 

 

Sincerely, 

**** ** ********  

Compliance Coordinator  

5/3/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Both Appleseeds and the TOG shop are charging my credit card $14.95 for some unknown reason.I want my money back. I did not sign up for these extraneous charges. This is over and above the cost for any merchandise. I called Appleseeds but after transferring me around to different people, they finally hung up. PLEASE PLEASE CAN YOU GET MY MONEY BACK AND MAKE THEM STOP.I AM GOING TO (FINALLY) CONTACT THE CREDIT CARD COMPANY TO STOP THOSE CHARGES TO THE CARD.I ACTUALLY DO NOT KNOW HOW LONG THIS HAS BEEN GOING ON. IT WILL TAKE SOME TIME TO GO THROUGH THE CREDIT CARD HISTORY. HOWEVER, I'M SURE THEY ALSO HAVE THE INFORMATION ON WHEN THEY TOOK A MONTHLY 14.95

Desired Settlement: STOP STEALING MONEY FROM MY CREDIT CARD. AND GIVE ME THE MONEY BACK!

Business Response:

We are in receipt of your April 8th email forwarding the complaint of ******* * *********, and we appreciate this opportunity to respond. 

 

On April 17th we called and left a message on Ms. *********** answering machine to explain that after making purchases on our websites (both Appleseed and Tog) in 2011, she was presented with the opportunity to save $15 off her next purchase simply for trying a membership in our Rewards program. At no time was Ms. ********* obligated to accept these membership offers, and her purchases were not contingent upon her accepting the offers.   

 

To enroll in the programs, Ms. ********* clicked on the offer and was taken to a web page that fully described the terms, benefits, and costs of the Rewards program. By entering her e-mail address (*************************), zip code (*****), and clicking the acceptance button, Ms. ********* activated a membership in the rewards program. Had Ms. ********* skipped any one of these steps when she placed her orders, no membership would have been established.  Of course, once she did enroll; cancelation could have been made at any time with no further obligation.  

 

Ms. *********** memberships in both the Appleseed’s and The Tog Shop Rewards programs were canceled this week, and refunds for 23 months at $14.95 each were issued to her credit card and three refund checks ($14.95, $179.40, and $74.75) were sent to her *********** address for the remaining eighteen months. 

  

As always, it has been a privilege assisting our customer in the resolution of her complaint. 

 

Sincerely, 

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

Compliance Coordinator  

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