Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/15/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I order two pairs of pants and when I received them just by looking at them I knew they were too large for me so I started a return online. I was informed that I needed to return them and pay for the return which came out to $14 and that I would receive a gift card for the return. It was $100. I return the pants and had to wait about a week an a half to receive a notification that I would receive half of my money back on a gift card. I reached out to the company by email because they do not answer the phone number provided online. I received an email back with a picture of one of the pants with some random stains, and was told that the pants were damage and I would not get my money back for them. After reading several reviews about this company after the fact clearly this is something common that people complain about. I'm here to warn people not to purchase from this company because they will scam you out your money. I'm very disappointed with them.

  Customer Answer

  Date: 01/15/2025

  If they are not willing to refund me my money then I would like the pants returned to me. 

  Business Response

  Date: 01/17/2025

  Hello *********,

  Thank you for reaching out regarding order #******
  We sincerely apologize for any inconvenience this situation may have caused.
  Unfortunately, the returned item did not meet the requirements of our return policy. 

  
  For your reference, we have included pictures to show the condition in which the item was received.
  To have the item shipped back to you, please provide a return label. If a return label is not provided, the item will be discarded at your expense.
  As outlined in our Return Policy (************************************************************):
  Items must be unworn, unwashed, and have the original tags attached.
  They must show no signs of wear and be returned in their original packaging.
  Items must also be free of stains, makeup, deodorant, or other signs of use.

  
  We reserve the right to refuse any return that does not meet these criteria, including items with signs of wear, odors, or damage. Please note that this return policy applies exclusively to online purchases made through ********************************.

  
  If you have any questions or concerns please do not hesitate to contact us at ************
  
  
  Best Regards, 

  Customer Answer

  Date: 01/17/2025

  I will accept my purchase back but I still would like for my complain to stay to be view. I did not send those pants ruined. It is their word against mine. The same day I received the item I returned it because they looked huge, they were never worn, I understand their policy and accept the fact that I cannot get my money return but will take the pants back and figure out what to do with them. Based on my experience with this company I feel that people should be warn to cautiously purchase from them and if returning anything to take their own pictures before returning. 

  Customer Answer

  Date: 01/21/2025

   
  Complaint: 22815214
  
  I will accept my purchase back but I still would like for my complain to stay to be view. I did not send those pants ruined. It is their word against mine. The same day I received the item I returned it because they looked huge, they were never worn, I understand their policy and accept the fact that I cannot get my money return but will take the pants back and figure out what to do with them. Based on my experience with this company I feel that people should be warn to cautiously purchase from them and if returning anything to take their own pictures before returning.
  
  
  Sincerely,
  
  ********* *******

  Business Response

  Date: 02/04/2025

  Hello *********,

  
  We apologize for any inconvenience this may have caused.
   Please note that we adhere strictly to our Return Policy. Unfortunately, the item you returned did not comply with our policy.
  We want to emphasize that this situation does not benefit us in any way. 
  To resolve this matter, please provide a return label so that we can ship the item back to you at your earliest convenience.

  
  Thank you for your understanding.

• Initial Complaint

  Date:05/15/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  have not recieved my order ******

  Business Response

  Date: 05/16/2024

  Hello *****,
  
  
  We are contacting you regarding order #******
  
  The order was shipped with **** Tracking Number: 9434611206210133300731
  To the shipping address provided as:
  
  *************************
  *******************
  **************
  
  According to the tracking information, the order is out for delivery today Thursday May 16, 2024.
  Please keep in mind the Standard shipping takes 5 up to 10 business days.
  Your order took a little longer than expected, as we had to confirm with you the charges (per the email you had sent us)
  
  If you have any questions or concerns please do not hesitate to contact us at ************
  
  
  Best Regards, 
  ModaXpress Support Team

• Initial Complaint

  Date:04/15/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a purchase from this company on one occasion prior to the one Im complaining about. The pants had a faulty zipper. The person answering the emails gave me the run around. Never got credit for $50 jeans I cant wear. Now this time I made a purchase, April 11th Order was confirmed ? my money was taken From the bank and cleared. I get an email from moda saying they want my debit/ credit card and a photo copy of my ID. Now, When I call the only phone number listed for this business it is not in service and no one can be reached. I get no where with emails. This place is a scam it seems. Had no problem the first order, used the same card.Now, You took my $141.96 and then you want to steal my information it seems to me.How can you ask for this information and you dont even have a legitimate phone number to be reached. This is not how business is done. This company needs to be investigated with all the complaints it has against them. I am not happy to be treated this way and I want what I paid for or I want my money back. Shady business for sure.

  Business Response

  Date: 04/24/2024

  Hello *********,
  
  Thank you for contacting us regarding order #******

  We apologize for the inconvenience you encountered.

  Please note as previously explained to you, that we value our customers and their satisfaction and guarantee that your shopping experience is safe and secure. 
  Therefore, we take all the precautions possible to avoid FRAUD orders. 
  
  Your order was on Hold because the billing address did not match with the cards registered address.
  
  We can not stop the bank from deducting the funds from your account, however when we receive the order our system marks it as a potential Fraud because the information does not match, therefore we need to confirm you are the cardholder.
  
  The order has was canceled and the funds have been issued back to your Mastercard.
  Your previous order #****** was paid with Afterpay, therefore we do not have access to view the card used (only afterpay can view that information)
  If you have any questions or concerns please do not hesitate to contact us at ************
  
  Best Regards, 
  

  
  

  Customer Answer

  Date: 04/24/2024

   
  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.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:04/04/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 3/10/24, I ordered 3 pair of Jeans from ModaXpress Amazon site. Only 1 of the 3 pair of jeans arrived to me as ModaXpress brand. The other 2 appeared to be the same ModaXpress jeans that were on their Amazon site but were from 2 other off brands. Nowhere on the Amazon site does it notify the customer that they may receive jeans from another brand. They advertised the jeans as ModaXpress brand but sent 2 other brands instead.This is false advertisement.My other issue is I notified their customer service and was told I would need to pay for the return of the 2 jeans, even though it was their error. After doing more research, I read the company has a history of not refunding customers when they receive the return and a history of claiming they never received the returns from the customer.

  Business Response

  Date: 04/08/2024

  Hello *********,

  Thank you for contacting us

  We sincerely apologize for the inconvenience and misunderstanding caused.

  We have reviewed your Amazon Order 113-8798426-8487436

  Please note that Moda Xpress is the name of our online store. We sell many brands including our own "MX JEANS".

  We see that you initiated a return through Amazon and it was Approved on 03/29/2024.

  However, up to this date (April 08, 2024) we have not received the returned items, not do the tracking's show any updates.

  Return Tracking *********************

  Return Tracking *********************

  We have attached a copy of each return labels provided by Amazon.com, Please use the labels to return the 2 items back to us.

  Once we receive them, a Refund will be issued back to your original form of payment.

  Thank you
  

   

   

  Customer Answer

  Date: 04/09/2024

   
  Complaint: 21528692
  
  I am rejecting this response because:
  I'm very hesitant & weary to send the jeans back due to: 

  Reading the many reviews that customers report they sent jeans back and ModaXpress say they never received the items, so they never got a refund

  Also, reading reviews from customers that they were partially refunded  or not at all  d/t Moda Xpress saying the jeans were returned in bad condition.

  How can I as a customer confidently return items not knowing if I may  be placed into either category above and not receiving my refund?            

  Also will your online store add  the correct Brand name on the **** description to make the customer aware they are not ******************** brand?

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

  Business Response

  Date: 04/12/2024

  Hello *********,

  Thank you for contacting us regarding order 113-8798426-8487436

  When you submit a return, you will have a return tracking number confirming the details of the delivery.

  All we ask is for the items to be shipped back in the original conditions.

  "All item(s) being returned MUST be in unused condition with all original tags still present without any signs of odor, smoke, wear, and damage."

  Unfortunately, the reviews you have read are regarding items that have been returned used, washed, damaged etc.

  We suggest returning the items as soon as possible as your order shows it was delivered to you on March 18, 2024

  Do not wait for the return time frame to expire.

  Thank you
  

   
  

   

  Customer Answer

  Date: 04/12/2024

  I'm very hesitant and weary to return the 2 pants based on multiple reviews of customers stating Moda Xpress either partially refunded them or claimed they never received the return, even with proper tracking. I've been advised to not go through the process of returning the jeans in order to prevent this from happening  to me

  What steps can be taken to prevent ModaXpress from continuing to lead the customer to believe the jeans shown on their online site are all ModaXpress. They have no notification to the customer yet, even though other customers have the same complaint as me.

  Thanks

  Customer Answer

  Date: 04/14/2024

  Please provide me with any further information that will assist me in continuing action against this company. 

  Thank you

  Customer Answer

  Date: 04/14/2024

   
  Complaint: 21528692
  
  I am rejecting this response because:
  I have read enough reviews from customers that state that ModaXpress claimed they never received the returned jeans from the customers, evem though they were sent back. These customers were never refunded.

  Also, other customer reviews state ******************** claimed the returned  jeans didn't qualify for a refund due to supposedly being sent back in bad condition. These customers were not refunded. These customers claimed the jeans were in unworn condition.

  After pondering on returning the 2 pair of jeans, I've decided that I don't want to take a chance on experiencing any of the above scenarios. Therefore, will just take it as a loss of money spent on the 2 pair of jeans. 

  Till this day, ModaXpress still has not included any notification on their Amazon site, stating that the jeans on the site are not all ModaXpress brand, even though they are advertised as such (false advertisement). Therefore, I will not purchase from ModaXpress or recommend them to others.

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

• Initial Complaint

  Date:02/29/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I never received the product and they wont help in any way states the post office said delivery yet I havent heard anything from the post office in the matter

  Business Response

  Date: 03/07/2024

  Hello ******,
  
  Thank you for contacting us

  We have reviewed order #******
  
  The order was shipped with **** Tracking Number:  9405511206210532238421
  According to the tracking information, the delivery was made on February 15, 2024, 9:03 am, In/At Mailbox

  To the shipping address provided as:
  
  *****************************
  ********************
  ***** ** 98942
  
  We have contacted the carrier and initiated an investigation, and we hope they are able to determine what went wrong and make things right. 
  Case ********************************************** *********** contacted ** from ************ and confirmed that their Geographic Location Scanned showed the package was delivered to the correct address and left at the Mailbox.

  Please contact the post office for further information regarding the investigation conducted as the order was shipped and delivered as addressed.

  Best Regards, 
  ModaXpress Support Team

• Initial Complaint

  Date:12/28/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered two pairs of jeans from this website with a **** free offer. When the jeans came I decided I wanted to return one pair because I didnt like the *********** and the other I wanted to return for a larger size. When I tried to return using the return portal only one pair of the jeans was eligible for return. I contacted the companys customer service and was informed that I couldnt return the jeans that were free. I told them there was nothing on their website at the time of my purchase that stated only one pair of the jeans in the **** free offer would be eligible for return. I can understand only receiving store credit for the one pair but I should be able to return both pair as there was nothing stating during my purchase that I couldnt.

  Business Response

  Date: 01/09/2024

  Hello Naya,

  Thank you for contacting us

  We have reviewed order #******

  Please note that on December 29, 2023 we responded to your email (********************)

  In which we indicated that as a one **** courtesy, we will accept the Free ****.

  Currently, as of today January 09, **** we have NOT received your return.

  Please see the details below.

  Thank you
  

   

   

• Initial Complaint

  Date:12/19/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought three pairs of jeans and none of them fit. I requested a refund and received a prepaid label through a QR code with approved RMA2312998 for order ******. The items were returned on October 25, 2023 but I have not received a refund. I called the company three days ago and the representative stated that they had not received it and I needed to check with the post office. I checked with the post office and they said they have a third-party company that comes and picks up every day so the merchant should have received the package. Everyone is giving me the runaround and I just want a refund. It has been almost 2 months I have been waiting.

  Business Response

  Date: 12/19/2023

  Hello,

  Thank you for contacting us

  We have reviewed order #******

  Please note that customers are responsible for the return shipping cost, we do not provide return labels.

  Once the return request is submitted, the buyer receives an RMA Number for the return.

  The buyer contacted us yesterday regarding her return request RMA2312998.

  Unfortunately, as of today December 19, 2023 we have NOT received any return package from her part.

  We asked the buyer to provide us with the Return Tracking Number to further assist her.

  Up on reviewing the **** Return Tracking Number : 92023901007987000039698840, we explained to the buyer that the package never made it to *****, *******.

  The last update shown on the tracking was on "November 1, 2023, 10:38 am at **********, ** 78664 Available For Returns Agent"

  As per our Return Policy indicates all returns must be sent to the following address:

  ModaXpressOnline
  ***************************** 
  BAY G
  *****, ** 33179.

  We are unsure why **** misinformed the buyer that we sent someone to pickup packages at the post office

  Every day **** delivers packages to our facility, we NEVER go to the post office to look for them.

  Lastly, the tracking number shows the package was in **********, ** 78664 , it never made it to our facility.

  That is why we advised the buyer to contact the post office as the package was never sent to *****, **.

  Please review the tracking information below.

  Thank you
  

  
  
  
  
  
  

  Customer Answer

  Date: 12/19/2023

   
  Complaint: 21028834
  
  I am rejecting this response because: I went up to the post office that I took the package to and have the receipt for and spoke to ****** who specifically told me that is not something they handle. It is not my fault that your Companies return label did not work. I provided exactly what you told me to to **** they scanned it took the items and I went on my way. It is Christmas time and I should not have to go to extremely busy post office to figure out where my package is and neither one of you want to take fault for it.  Your company needs to figure it out with the post office and I want my money back. 
  

  it is now past the return date so I'm sure if you ever do receive the items you'll just just tell me I can't have my money anyway because it's past the 14 days. Of course it's past the 14 days because somebody has my package and it isn't you and it isn't the post office and it isn't me. So who is it?This is just bad business and I will continue to shop with companies like ***** instead of yours because I don't have these types of issues with them. This is very disappointing as far as customer service goes. I provided y'all everything that was given to me and yet somehow it is my responsibility now that the package is somewhere in limbo. 
  

  Figure out how to return my money as soon as possible or I will continue to escalate this complaint. I will also inform my friends and family to never shop with this company or any other company affiliated with it. I don't enjoy spending money on Items that fit like they are three sizes smaller than they actually are, and then having to go through all this just to get my money back when it doesn't fit properly.

   

  also, I can feel peoples energy through their words and I don't like your attitude. I am doing nothing wrong but trying to get my money back for a purchase that was not satisfactory.

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

  Business Response

  Date: 12/20/2023

  Hello *****,

   

  Thank you for contacting us

  We sincerely apologize for any inconvenience caused.

  We would like to start by clarifying that we do NOT provide prepaid Return Labels.

  The Return shipping cost is the buyers responsibility.

  Once you submit a return through our Return Portal (RMA2312998) which was Approved on October 24, 2023 you receive an email with the next steps to follow.

  On that email, you are provided with the returns address as well informing that "Customers are responsible for all return shipping charges"

  We are unsure how you returned the package to the post office for them to provide you with the Return Tracking Number:  92023901007987000039698840

  Usually you pay for the return label in order for **** to provide you with a receipt that contains the return tracking.

  As previously explained, the package never made it to our facility, nor are we located in **********, ** 78664 to have someone pickup the package.

  We suggest reaching out to the post office and open an investigation, as per the tracking the package is in possession of ****.

  Thank you
  

  
  
  

   

   

  Customer Answer

  Date: 12/21/2023

   
  Complaint: 21028834
  
  I am rejecting this response because: I did exactly what the instructions told me to do. It states prepaid label on the receipt and they didn't charge me anything. I was confused also because I also thought I was responsible for  return shipping, But I wasn't charged and received the tracking number so I thought something had changed

   

  Again, this is not something that I should have to deal with. I did what I was supposed to do and now during the holidays I have to run around and figure this out. I already submitted an investigation and nothing has been done other than ****** from the post office telling me she will look into it after looking up the tracking number. She specifically told me to reach out to the merchant because they should've received the Package by now. I won't be shopping with your company again. I don't have this issue with other companies that I shop with, And you should care more about your customer being frustrated and having to go through all this.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:12/14/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased two pairs of jeans a couple of weeks ago on the buy one get one free offer I purchased a size one and on the second pair I wanted the same size but when I received them I saw it was a size 11 either the wrong size was sent or I accidentally hit the 11 instead of the size 1.. I have explained the issue several times and nobody wants to help me I have offered to pay for return shipping of the item and to have the correct one ship back to me at my cost. I understand it's a buy one get one free but I am offering to pay shipping both ways and still no help.

  Business Response

  Date: 12/15/2023

  Hello ******,
  
  
  Thank you for contacting us

  We have reviewed your recent order #******
  Please note that you emailed us on November 23, 2023 were you indicated to be unsure of your correct size therefore you would be ordering two different sizes.

  We also informed you that the "FREE" item was nonreturnable as no credit can be provided for a FREE item.
  
  Based on the order confirmation you received, the items we shipped were the correct size you ordered.
  Please have explained this to you via email and over the pone several times.

  You are more than welcome reorder the item in the size of your choice.
  
  Best Regards,
  ModaXpress Support Team
  
  Email: ****************************************
  Phone: ************
  Fax: ************
  
  
  ---------- Forwarded message ------------------------------------------------------------------------------------------
  From: ModaXpress Support <****************************************>
  Date: Fri, Nov 24, 2023 at 12:17?PM
  Subject: Re: New customer message on November 23, 2023 at 1:36 am
  To: <**********************>
  
  
  Hello ******,
  
  
  Thank you for contacting us
  We have reviewed order #******
  
  
  You can return the item you paid MX JEANS Levantacola Mid Rise Skinny Jeans w ********************* 10972X_TP1927WINE-1 back to us for a Store Credit.
  Keep in mind you can keep the Free Item as no credit will be provided since it was "FREE".
  
  If you have any questions or concerns please do not hesitate to contact us at ************
  
  
  Best Regards, 
  
  
  ModaXpress Support Team
  
  Email: ****************************************
  Phone: ************
  Fax: ************
  
  On Thu, Nov 23, 2023 at 1:36?AM Moda Xpress (Shopify) <******************> wrote:
  
  You received a new message from your online store's contact form.
  Country Code:US
  First Name:******
  Last Name:********
  Email:**********************
  Telephone:**********
  Body:Hello I was interested in your buy one get one free on the jeans. I'm not sure of the size so I'm going to get two different sizes. So since it's a BOGO sale can I still exchange one of them for the correct size or in store gift card if need be?

• Initial Complaint

  Date:11/18/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  October 19, 2023 I ordered from Moda express on Amazon. On October ***************************************************************************** addition they had a terrible smell. I contacted Amazon and wanted a refund. I attempted to return these but was told there was no qr scan code provided by seller. I thought Amazon was the seller but learned Moda express is a third party seller I reached out to seller and requested QR code. They wanted pictures and I sent. They never sent the scan code. Then I filed a complaint with A to z and attempted company to send a printed label. They refused to and denied my refund. Amazon said I didnt have to return item and could throw or donate. The smell is aweful and these are not worth the money. The smell is aweful. The seller did not ship in a box either and has been zero help. They refuse to refund as promised.

  Business Response

  Date: 11/24/2023

  Hello ********,

  Thank you for contacting us regarding order 111-2994653-1761822

  We sincerely apologize for the inconvenience caused.

  Please note that since October 27, 2023 we have responded within a 48-hour time frame.

  We requested you provide us with pictures of the actual item showing the damages to provide you with a Solution.

  It was also informed to you that the only picture you provided does not show the item in full nor any defect.

  The Return Label provided by Amazon.com does NOT come in QR code Form.

  Unfortunately, that falls out of our control, however, we wanted to assist you in providing you with a solution.

  Therefore we provided you with a copy of the  Return Label on November 15, 2023

  Later on when you informed you could not pront the label, on November 21, 2023 we mailed you a copy of the return label to the address on file as:

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

  ************* LOT *** LOT # ***

  ******, ** 54656-4203

  Once you receive the return label, you can contact *** at ************** and schedule a pickup.

  Unfortunately, we can not schedule a pickup on your behalf.Thank you

  Customer Answer

  Date: 11/27/2023

  I was told by Amazon I did not have to return the item and could throw it out due to water damage and Moda express refusing to send code or a printed label.

  i paid for shipping materials and printed label costs. I traveled three times to *** to return these and finally paid for label printing since Moda express never sent label. I do not have a printer and Moda express did receive pictures. 
  I sent the label and box picture left at *** and please check the tracking number.

  I have never experienced such awful service from a company and due to their negligence in packing the item was damaged. In addition these are over priced and nit as described.

  i want my refund and actually should get interest at this point and they should reimburse for *** charges. 

  Customer Answer

  Date: 11/27/2023

   
  Complaint: 20888461
  
  I am rejecting this response because:

  I was told by Amazon I did not have to return the item and could throw it out due to water damage and Moda express refusing to send code or a printed label.

  i paid for shipping materials and printed label costs. I traveled three times to *** to return these and finally paid for label printing since Moda express never sent label. I do not have a printer and Moda express did receive pictures. 
  I sent the label and box picture left at *** and please check the tracking number.

  I have never experienced such awful service from a company and due to their negligence in packing the item was damaged. In addition these are over priced and nit as described.

  i want my refund and actually should get interest at this point and they should reimburse for *** charges.
  

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

  Business Response

  Date: 12/14/2023

  Hello ********,

  Thank you for contacting us regarding Order 111-2994653-1761822

  We received a return package from your behalf with *** Tracking Number: 1ZA81G969053628659

  Unfortunately, the item received does not belong to us, nor was it purchased through us.

  We received an XERSION PERFORMANCE WEAR LILAC SWEATSHIRT IN SIZE MEDIUM.

  The item was USED, with no Tags, and it is NOT the item you purchased from us.

  We sent an email via Amazon on December 08, 2023 regarding your return and attached pictures of the item we received.

  Please note we can not accept or provide any credit for the item as it is NOT the item you purchased from us.

  If you wish for a refund, please return the correct item back to us.

  Thank you

  Best regards,

  Moda Xpress Customer Support

  Customer Answer

  Date: 12/14/2023

   
  Complaint: 20888461
  
  I am rejecting this response because:
   This is false as the package was sent  back and a ******* received it No ember 29,2023. I sent proof to Amazon and pictures. 
  Sincerely,
  
  *****************************

  Business Response

  Date: 12/14/2023

  Hello ********,

  
  Thank you for contacting us regarding Order 111-2994653-1761822

  We reviewed the ONLY picture you provided to Amazon and confirmed you received the CORRECT item.

  
  However, the return package you sent to us with *** Tracking Number: 1ZA81G969053628659 contained a completely different item that does not belong to us, nor was it purchased through us.
  We received an XERSION PERFORMANCE WEAR LILAC SWEATSHIRT IN SIZE MEDIUM.
  The item was USED, with no Tags, and it is NOT the item you purchased from us.

  Please review the pictures we attached on our previous response.
  We highly suggest returning the correct item back to us.

  Thank you

  Customer Answer

  Date: 12/14/2023

   
  Complaint: 20888461
  
  I am rejecting this response because:this is false and business sent a damaged package and did not refund per.amazon policies. They are u reasonable and I see other customer complaints are similar to mine so this is not an isolated experience.
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:11/13/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've returned items RMA ******* and ******* and received the money in gift cards in which I was not aware you can only use in their store which is Moda xpress. I normally wear a size 14 in pants. I ordered a 15 thinking it would be safe, but unfortunatly there sizes run small. I see they have a sizing guide for plus size, but I don't seem to find plus size clothing on their site meaning that if I can only spend the gift card in their store I'm out $375.20. I would like a refund or a gift card I can spend anywhere and anyhow I want. I would like to have this issue resolved without taking legal action, but if it comes to that I will.

  Business Response

  Date: 11/14/2023

  Hello ****,

  Thank you for contacting us regarding orders #****** & #******
  

  Please note that our Return Policy is provided Online and can be viewed at any time before completing the order at ************************************************************

  Our Policy states "Returns are refunded via store credit in the form of a Moda Xpress E-Gift Card"

  When you initiate a Return Request you are provided with the Return Instructions that also indicate an "Electronic Gift Card to be issued."

  We have received the returned items and an Electronic Gift Card was issued per each order.

  Order #****** an Electronic Gift Card of $44.99 was issued on November 10, 2023

  Order #****** an Electronic Gift Card of $330.21 was issued on November 10, 2023

  Please note that you received two seperate emails containing the  Electronic Gift Card was issued.

  Thank you
  

   

  Customer Answer

  Date: 11/15/2023

   
  Complaint: 20863741
  
  I am rejecting this response because: Their clothes run small. Even if can't use the gift cards because their clothes do not fit.
  
  Sincerely,
  
  ***************************