Pink princess is charging undisclosed and unauthorized charges to my credit card.
On May 20, 2016 I called Pink Princess to inquire about an out of stock flower girl dress that I was interested in. The girl on the phone said that they were due to get more dresses in at the end of June. She suggested that I pre-order the dress to ensure I will get to secure a purchase when they are available. All she needed was my credit card number to expedite the purchase when the dress was going to be back in stock around June 29th. I was apprehensive about giving her my credit card information but she repeated several times and assured me that my credit card would not be charged until the items were in stock and ready to ship. On June 6,2016 I called Pink Princess to let them know I was no longer interested the dress so to cancel the pre-order. The girl said no problem, but there is a 20-25% re-stocking fee for cancelling. I told her that I was never told about such a fee and that I did not agree with paying a re- stocking fee for a dress that I never purchased and that they were due to receive back in stock anyway. She told me that some designer brands have this fee and that it is clearly advertised on their website. I told her that I didn't place an order on the website, I talked to a representative over the phone and was never told that such a fee was charged for pre-orders. She then referred me to their website again to view their policy. I told her that I have never done business with their company before and referring me to their website and policies after the fact was not acceptable that I should have been told that this fee applied to pre orders at the time it was placed. I then asked to speak to a supervisor. When I spoke to a supervisor, she gave me the same response, basically telling me that it was my own fault that I was not familiar with this fee. I should have known about the fee because it is on their website. She had the nerve to place blame on the person who referred me to their company, the bride for whose wedding I needed the dress. She said then the bride should have been aware and should have told me that there is a fee. I Disagreed and said that the company representative should have disclosed such a fee. She then said my order was considered a special order and the fee stands. I did not place a special order for the dress, my understanding was that they were getting the dress back in stock at the end of June and that by giving them my credit card information, I would secure a purchase at that time. I again told her that I should have been notified that such a fee existed and that I do not agree with them charging me fees that were not disclosed and that I would continue to dispute this charge. She said she was going to charge my credit card and that she would make a note on my account that I would be disputing the charge. We ended the conversation with no resolution. I received an email that my credit card is being charged $52.00 just because they said so. There was no purchase, no special order, and no return. I am very disheartened with this whole situation and feel I am being swindled.
A refund of the charges
On May 20th the customer called us to ask about this dress (http://www.pinkprincess.com/jc19328-iv.html), the only way she would have know that it was out of stock would have been to have seen our website and saw the note "Please call XXX-XXX-XXXX for availability or enter your email address to be notified when the item is back in-stock"
All Joan Calabrese items are special order items and would only be labeled "In Stock" if available from the manufacturer. Since this item was out of stock, we checked availability with the manufacturer and informed the customer it would be back in stock on June 29th.
The customer informed us that her event was on August 20th, so this time frame would be acceptable. The only way we would place an order with the manufacturer is if she wanted to place an order, so she placed an order. The representative also informed the customer about the 25% restocking fee if the order was returned or cancelled. She continued with the order.
On June 6th, the customer called to cancel and we would cancel the order and informed her of the 25% restocking fee. She said she was unaware of the fee, but our representative remembered telling the customer about the restocking fee. Along with it being stated clearly on the item page in BOLD and RED. The restocking fee is also found on our returns page (http://www.pinkprincess.com/returns.html).
This item was a special order item and will incur a restocking fee. We reduced the fee to 20% because it was different on our returns page.
We feel the restocking fee is fair because it is a special order item and stated on the item page, stated on our returns page and also repeated by our representative to the customer when placing the order.
(The consumer indicated he/she DID NOT accept the response from the business.)
The company's response is completely unacceptable. The fact of the matter is that according to the receipt they issued, which I have uploaded here, this was a pre- order/ backorder just as I understood it in my conversation with the rep. There are no fees listed for cancelling backordered items and the order can be changed at any time prior to shipping. Nowhere on the receipt nor in my conversation with the rep was it ever mentioned that this was considered a special order as they are now claiming, or that certain designers charge re-stocking fees for backordered or pre- ordered items. I have since visited their website and nowhere on their website is it stated that such fees exist. As a matter of fact, with some research and clicking on the fine print, I came across their pre-order policy which also supports my position. It clearly states cancellations are allowed and no fees are mentioned there either. I am requesting a refund of the unauthorized charges debited from my credit card for no valid reason. Below is their pre- order policy as found on their website which states cancellations are permitted without mention of any fees.:
What are Pre-orders?
Pre-orders are advance purchases made on new merchandise that is scheduled to be shipped at a future date. They are a great way to guarantee that an item will not be sold out upon arrival to our store. Each collection or item available for pre-order will have its own specific shipping date. These dates are not guaranteed, but we will do our best to update our site with any changes.
Returns & Cancellations
All items can be returned if they meet our Return Policy requirement. Cancellations are permitted.
We suggest that pre-ordered items be ordered separately from "in-stock" orders, as in stock merchandise can be shipped immediately. If you combine in-stock and pre-order items into one purchase, all items will be shipped when the pre-order is fulfilled.
YOUR CREDIT CARD WILL NOT BE CHARGED UNTIL YOUR PRE-ORDER IS SHIPPED Please note that we cannot charge your card and complete your order if your card expires between the date you pre-ordered the item and the date the item becomes available. Please ensure that your billing and contact information are current at all times.
If you have any questions or concerns, please write us or call us toll free X-XXX-XXX-XXXX.
Final Business Response
This item was not a Pre-Order as the customer states. It is a special order item and the pre-order policy does not apply to this item.
Even if it were a pre-order item, it clearly states on the returns page and the item page, there is a restocking fee for cancellations and returns of this item.
The customer was very aware of the cancellation policy with a restocking fee for the item, it is stated in multiple places, it was also repeated by the customer service representative that took the order.
Pink Princess Customer Support
Final Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
Once again, According to the conversation with the rep and the written receipt I received from this company, this was a back order/ pre order. I have submitted all documentation to prove my case. Now I see why the fee was never disclosed to me in the first place, because it does not apply to pre-orders. For them to turn around and decide after the fact that this is considered a special order and charge re-stocking fees is not acceptable and very bad business practice. Once again, I ask that they immediately reimburse the charges they have illegally debited from my credit card.