ComplaintsforCharlotte Russe Inc

• Initial Complaint

  01/23/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  1/12/22 : I came into the store to look for pants. A young white girl said I could buy the pants and take them to the restroom to try on since the fitting room is closed . She never disclosed to me that once I buy the items I cant get a refund . Even when giving me the receipt she said I could come back . I came out the bathroom and asked for a refund she then proceeded to say, I can give store credit or exchange. I said, I do not want credit I want a refund . I saw the manager and tried to ask his name and she wouldnt tell me . I then went to another store to shop and I asked the policy of Rue21, a manager said 60 days with tag and original receipt. I told her my experience at ********** russe and how they refused to give me my money back even without telling me the return policy . She told me to go back and talk to the manager . I did after two ones I telling him, this is unfair and she should have disclosed the policy he gave me a receipt and a cash refund for 2/ 3 items . I went to the avenues today because they only said exchange so I tried to give it another shot and it does not fit ( pants ). I have the original receipt and the refund receipt and was only told that I could talk to a manager about the refund. That is deceptive to not tell the customer from the beginning that they only do exchange and returns . I cant call corporate because it is permanently closed. I want my money back and will never shop with them again

  Business response

  01/26/2022

  Hi ************************************* reached out to you today (01/26/2022) by phone and you advised the Charlotte Russe store did ***** you a refund of your purchase. 
  

  Thank you for taking the time to speak with us and providing your feedback about your store experience. 

  Sincerely, 
  

  Customer Service. 

• Initial Complaint

  12/30/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought 3 sweaters at Charlotte Russe at ************************* without trying them on as the fitting rooms were closed. I commented when I purchased them that hopefully I would not have to return them. I tried them on in another store and didn't like how they looked so went back to return them. Then I was told that they wouldn't refund my money - they would do exchange only. I said they should have told me that when I bought them. They said they couldn't tell every customer that and there was a sign. The sign said EXCHANGE POLICY in big letters and a bunch of small print which I never read. There should be a sign with the word NO RETURNS on it. I told another lady in the store that the fitting rooms were closed and she couldn't return anything she bought. The manager then started yelling at me and told me to leave the store.

  Business response

  12/31/2021

  
  Dear ******, 
  

  As a valued customer, we have authorized the ******************** store location ************************* (**********, **) to issue you a refund. The store has been notified of the authorization by email. Please give them your name upon your return to the store and they will reference the authorization email. Please complete the refund by (01/09/2022).
  

  We sincerely look forward to serving you on your next visit.

  Regards,
  

  Customer Service Department

  Customer response

  12/31/2021

  
  
  Better Business Bureau:
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  
  Regards,
  
  
  ***********************
  
  
   
  

• Initial Complaint

  12/05/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received my order after ordering online, and unfortunately since you cant try clothes either in store or online, I figured online would have a wider selection, which they did. I ordered a total of 9 shirts for *****, 1 of which was refunded because it went out of stock after I ordered. They refunded me only $9.36 when I paid $10 for this item, which was a first red flag. The others I purchased using a buy one get 2 free deal they had scattered through the website, and upon reading and discussing in store, I would be able to return them in unused condition. The items eventually arrived and only 3 out of the 8 would fit me, as the online sizing was not true to size. I went in store and was told I could not return these due to the deal, even though I was told I could prior to ordering. Now I have 5 shirts that I cannot wear or use.

  Business response

  12/07/2021

  Hello,

   

  Please have the customer email ***************************** and we will assist her with refund. We will provide her with pre-paid return label so she can mail the items back at not cost to her.

   

  We are looking forward to assist the customer further.

   

  Thank you.

   

   

• Initial Complaint

  11/18/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  After the new ownership took over, I stopped into the Mentor, OH location to check it out. The store cashier that I was cashing out with would not honor my $75 in giftcards. This really upset me because if you are taking over a company and using the same brand name and same location then we should absolutely be allowed to continue to use the giftcards with the brand name bought within it. I put back all of the things I wanted to buy and was told I could contact customer service. When I looked up the customer service contacts, I was unpleasantly surprised to find that there is NO CUSTOMER SERVICE PHONE NUMBER? We are only allowed to contact through email. I have been forwarding my emails that were not respondend to every so often, to their two listed email addresses, since July of 2020. It has been ********************************************************************************************************************* with someone who was still unable to help me? They claim they aren't receiving emails, which is either not true or a tech issue that should not be going under the radar for 1 1/2 + years. I was connecting with them on the same email that I have been trying to get ahold of them through for one in a half years. I used to spend thousands of dollars at this store and have not spent a dime there since the new management. Very disappointed.

  Business response

  11/19/2021

  Hi ******, 

  Thank you for taking the time to reach out to us!
  
  Charlotte Russe is now under new ownership as of March 2019.
  
  While we continue to operate under the Charlotte Russe banner, we did not acquire the funds for the outstanding balances on these Gift Cards and are unable to redeem them. However, we invite you to bring your Gift Card to one of our stores and we will offer you a one time offer of 20% discount towards your first purchase.
  

  Our **************** line is **************. Our Hours of Operation are Mon-Fri,8:30am-5:30pm Eastern Time.

  Sincerely,
  

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

  Customer response

  11/19/2021

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ****** Camino
  
   
  

• Initial Complaint

  11/03/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Hello. I purchased a gift card for my daughter last Christmas for $25 at the *********** in **. With the pandemic year we had, we did not have a chance to get into the store. Apparently Charlotte Russe, closed their *********** store. They do not have a store near me now that I can get to. When I tried to use the gift card online, it would not let me. I reached through email and was told they do not accept their gift cards online. Which does not make sense to me. So I then asked if they could give me a discount code equaling the $25 to use online. They responded with okay if I can provide a copy of the gift card. Which I did! :) Then they told me I quote "While we continue to operate under the Charlotte Russe banner, we did not acquire the funds for the outstanding balances on these Gift Cards and are unable to redeem them". WHAT A BAD BUSINESS ********* They have now stopped responding to me! All I know is that I bought this gift card from the Charlotte Russe store, it has not even been a year yet and there is no reason they cannot honor it. I have all the email correspondence with them saved as well.

  Business response

  11/05/2021

  Hi *******,
  
  
  We have emailed you directly today. We removed the funds of $25 from your gift card and issued you an Online discount code for $25 that can be used on our online site https://charlotterusse.com/
  
  
  Because of the inconvenience and frustration you went through we would like to add $15 to your $25 discount code and make it $40.
  
  
  Wen have emailed you the code directly to your email: **********************
  
  
  We do apologize once again for the inconvenience you went through and wish you happy shopping,
  
  
  Sincerely,
  
  
  Charlotte Russe *****************

  Customer response

  11/06/2021

  I tried using this discount code they provided and it is not working. It says discount code not available.  I have attached a screen shot.  Also I have cut and pasted their email to me....Why does it say the wrong email address ???   "It has been linked to your email: *******************"    This is not my email and I should not have to create an account with a wrong email address.  See email below....

   

  Charlotte Russe **************** via gorgias.io 
  Fri, Nov 5, 4:01 PM (1 day ago)
  to me
  
  Hi *******,
  
  Thank you for contacting ****************.
  
  We apologize for the miscommunication as your card is active and is valid card form our company.
  
  We have removed the funds of $25 from your gift card ending in **** and will issue a discount code that can be used on our online store https://charlotterusse.com/
  
  Because of the inconvenience and frustration you went through we would like to add $15 to your $25 discount code and make it $40.
  
  Please use the following code: CRHZ0CHHWF1BGZ
  
  The value of the code is $40. It is a one time use code. The subtotal for the purchase must be at least $40.
  
  It has been linked to your email: ******************** when you create your online profile please use this email.
  
  We do apologize once again for the inconvenience you went through and wish you happy shopping,
  
  Sincerely,
  
  Charlotte Russe ****************.
  
  

  Business response

  11/09/2021

  Hi *******,
  
  
  We have linked the $40 discount code: CRHZ0CHHWF1BGZ to your email *********************
  
  
  Please let us know if you need further assistance.
  
  
  Sincerely,
  
  
  Customer Service.

• Initial Complaint

  10/27/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I wanted a exchange only for the items because they were too big/ small I purchased 1 week ago dressing rooms were not open during that time to see what fitted properly..was told no receipt no exchange or store credit I requested they look up verified purchase on my debit card they rudely stated U should have read your receipt that was put in your bag.. I love the store and spent $60 on items I can't wear I will hesitate about going in the store again

  Business response

  10/28/2021

  Thank you for contacting Customer Service.

  We can look into authorizing an exchange or store credit since you don't have proof of purchase. 
  

  Please provide the **** and Item #s from the sales tags of each of the items you would like to return. 

  Please advise on the mall name and city of the store location you would like to complete the return at.

   

  We look forward to your response. 

   

  Sincerely, 

   

  Customer Service. 

• Initial Complaint

  07/06/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  (6.29.21), I visited the **************** location in **************** to return items that I purchased with my daughter a few days prior. When making these purchases I had a specific and intentional conversation with the staff when checking out regarding returns. This was due to knowing the return policy but under the recent specific restrictions of not being allowed to try items on in store (in the event of an on-going pandemic), I asked if I purchased 2 different sizes would I be able to return (not exchange or receive only store credit), I was also concerned because several items did not have tags on them and wanted to make sure those items could be returned (again having purchased multiple sizes). I was assured that as long as I had the receipt it would not be a problem. Also, the staff commented that many items in the store do not come with or price tags are not out directly on the clothing and that was a normal occurrence.

  Business response

  07/07/2021

  Dear ****,

  
  We apologize for the experience you had in our store.

  As avalued customer, we have authorized the ******************** store located in **************** (******, **) to issue you a refund.

  The store has been notified of the authorization by email. Please give them yourname upon your return to the store and they will reference the authorization email. Please complete the refund by (07/30/2021).

  Wesincerely look forward to serving you on your next visit.
  

  Regards,
  

  CustomerService Department

  Customer response

  07/24/2021

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  06/19/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  CR does not allow to try on clothes yet, but at checkout promised returning/exchanging "would not be a problem within 14 days". Bought jeans back the same day, 6/18/2021 transaction ***** defective. Front pocket twisted inside, permanently deformed as the rivet was placed over it, the pocket is useless. That would not have passed any inspection standards. Charlotte Russe sells poorly made jeans, then at return, no apologies were made, no compensation for the trouble, instead, forced to put my personal info in their file for "future" returns. (Stealing personal data.) The clerk #****** kept (stole) my original receipt which had another item I bought on there, and did an unnecessary, lengthy transaction even though it was an exchange for an identical item, it could've been a swift, gracious return. It should have been a refund. It was rude, and the clerk didn't DAMAGE the jeans out, instead indicated "customer Changed Mind" Dishonest, reselling defective jeans!

  Business response

  06/29/2021

  Dear ******,
  
  Thank you for contacting Charlotte Russe *****************
  
  We apologize for the experience you had in our store. It is certainly never our intention to disappoint our customers.
  
  The details of your experience will be forwarded to the District Manager so they may follow up with the store.
  
  We are happy that the store granted you the exchange of the item.
  
  
  Again, our apologies and we hope you will consider shopping at our stores again in the near future.
  
  Sincerely,
  
  
  Charlotte Russe *****************

• Initial Complaint

  05/06/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  made an online purchase and a lot of the clothes didnt fit. They do not allow you to bring online returns to a store which is shady in itself. So I mailed my items to the designated warehouse and tracking shows that they received it almost 2 weeks ago. I have emailed them several times.. no response THEY DO NOT HAVE A CUSTOMER SERVICE NUMBER. If I would have known this I would have never did a mail in return. People are sending them their product back & AND THEY ARE KEEPING CUSTOMERS MONEY. How are they getting away with stealing? If I have to *** them I will, Even if it had been $5 you not taking my money.

  Business response

  05/07/2021

  We have not received any correspondence from the email address: **************************

   

  I have reached out to the customer today to get the listed items returned so that this can be processed immediately. 

  Customer response

  05/13/2021

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. They finally reached out to me and issued my refund. I just hate that I had to go through all of this to receive my money.
  
  Regards,
  
  *************************
  
   
  

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