ComplaintsforCharlie's Project

• Initial Complaint

  03/19/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 3/4/24, I ordered a twirl bodysuit at 70% off ($16.20). On 3/19/24, I received an email that a refund was processed as the item was out of stock. I went to the website and to my surprise, I saw the exact same twirl bodysuit was on pre-order for **** So I asked for a replacement and Id wait for *** or Ill place another order but the original price I purchased at should be honored. The company is REFUSING to honor the $16.20 price I originally paid as they are claiming the same exact dress is different for the pre-order. I compared pictures and they are not different. They offered 40% off the full price at $47 for the pre-order. They are essentially trying to get me to pay more money for the same exact dress I ordered weeks ago due to their mistake of their inventory being off. The owner, ****, also admitted that other costumers have had the same issues.

  

  Business response

  03/20/2024

  The customer reached out with her concern and was informed per company policy when items are out of stock she will be refunded as this is posted on our sales section on the website. The item she purchased as left over inventory from a prior years production date with limited stock available. So it went into our clearance section with a 70% discount. We do disclose that if it is out of stock we will refund due to inventory issues. However we are remaking this item on a new pre order that is at full retail pricing. I offered her a discount that is no longer valid as it has expired if she would like to purchase the item from the new run we are making. The customer feels that we are just trying to get more money out of her for the same item when in fact it is not the same as it has not even been made yet. It is a from a new production line for this season. She then proceeded to post in our group which we allowed and did not receive the responses she expected as she was informed by other customers that this is our policy and we were being more than generous. She requested to cancel her pending order, which was done and refunded to her payment method. Our FAQ's and Company Policy are listed in several location throughout our site. **************** is available to help with any other questions. 

  Customer response

  03/20/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  1. The company is trying to get me to purchase the EXACT same dress (different run or not) at an increased price because they do not know how to keep track of their inventory. I attached a screenshot of the different dresses.
  

  2. The post in their group was to see if they had been scamming others, but instead, allowed their members to verbally harass and bully me for disagreeing with their scam of a policy although they would feel the same if it were them. Not everyone agreed with the business, in fact, multiple people did NOT agree with them and thought the business response and policy was unfair. I left the group on my own free will as I do not want to be in any further contact with this scam company and their members that felt the need to attack me over my question has one else had any issues with CP? verbatim.  
  

  3. At this point, I want all THREE of my orders cancelled and refunded immediately. My preorder, ******, was cancelled but my orders from ****** and ****** need to be either refunded immediately or return labels need to be sent to me and refund issued immediately.
  

  4.I do not want them to be in contact with me after this situation is resolved and I WILL be spreading the word to other parents about this atrocious business. The owner should be embarrassed. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Alyssa

   

   

  

  Business response

  03/21/2024

  We have bended our company policy to accommodate this customers requests as the one order cancelled was a pre order and per company policy is to be refunded in the form of store credit and instead we refunded her original payment method. The other order was already in transit to her and she was informed to contact me for a return label and once received back she would be refunded for that item. However the other order that she wants to return is a NON RETURNABLE items due to the nature of the item itself. Which we stated right on our product page and on our Company Policy page. This customer posted in our group and was not attacked as we do have the entire thread saved, there were a few customers who strongly disagreed with her and voiced their opinion on the matter as this customer feels she should get the same print at the price she paid. Our site specifically states if an item is out of stock in the outlet or sale section that the customer will be refunded and she was. We offered her the option to purchase the remake with a discount if she really loved the print. However we are only able to discount our left over inventory at a deep discount due to what we paid for it last year. This year prices have risen and we cannot operate a business by giving an item currently in production at a deeply discounted price. This customer refuses to understand that we are not trying to get her to pay more, its just not the same item she purchased. Regardless of it being the same print, it is not the same item. It is not on hand, Its is not left over, it is not limited stock, its a new run which will eventually be discounted when quantities get low. All other businesses operate this same way. If an item is out of stock they simply refund. That is just what we did. We have worked outside of our normal policy to resolve some of the issues at hand but the customer only wants what she wants regardless of the companies policy. 

  Customer response

  03/25/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as ************************************* is a joke. Im not going to spend anymore efforts on trying to get them to right their wrong. They should be ashamed using a childs disability to create a business and behave in this manor. 
  

  1. they DID attack me in the ************** and the fact that they dont think they did, just tells me all I need to know about these people 

  2. I have refused the package that was out for delivery - I want my refund for that. I have also requested a refund for the sleep sack for a return but of course they refuse to accept that return
  

  3. theyre making such a huge fight over $20 all because they dont know how to run a business and keep track of their inventory 

   4. I have since found out this company is NOT licensed to sell ****** products which alludes to their unfair, scamming business practices and have reported them to ****** for copyright violation. 

   
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Alyssa

   

   

• Initial Complaint

  10/13/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  The Charlies Project Kids, lLLC. Company, I started out with a 1st order in July, being great. The product was as described. The 2nd order placed in July, I never received yet. I’ve been told that items were made poorly, & they were correcting issue. Was told that I should have my items from this UNFULFILLED order by the 1st week of Oct. 2021. It’s the Second week of October, and no word. I had to contact them about this. I placed 3rd order, on August 7th, for 1 pair of leggings, I received these. I asked them in September about the unfulfilled July order and they told me about the issue from the July 5th order. So, in good faith I placed 2 more orders, 1 on September 15th & 1 on October 3, 2021. These items showed PRE-Order to ship Early Oct. 2021. To date I still do not have these three orders. Not correspondence. I have sent in tickets. I haven't heard much back yet. But I am getting really discouraged. I think At this point I should get my product and a refund.

  

  Business response

  10/14/2021

  Hi, We have received your correspondence and we've sent updates each time. Unfortunately we are experiencing the same delays with shipping the rest of the country is in regards to receiving goods from overseas. The delays were unexpected and we have been doing what we can to be informative based on the information we have. The remade orders have started to ship out and we are just asking for patience since we have a backlog and only a few people that can work in the warehouse. There is also an employee shortage and covid restrictions. 
  The other you you placed hasnt shipped yet as we just need to get through the previous back log of orders. I certainly wish we have the system of Amazon but we only have a few who can work in the warehouse at once. If you would like to cancel your order its best to just email us again as ********************************* While we appreciate feedback, bbb emails only delays our process and shipping on time. I'll notify the warehouse to stop your orders and not ship. 

  Thank you again and have a wonderful day.

  Customer response

  10/14/2021

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  *usinesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ****

  I did not ask to cancel my orders.  I stated that you should have orders completed and that I really expected more than a 15 0r 20% off coupon because of all of the frustrations.  I am now really disappointed in your company, as we could have resolved this with just the proper communication.  I do NOT want the orders CANCELLED.... I want these orders.  Please re process and send out as stated.  And we will work with the BBB on this. 
  
  As I stated to the * ** which I have a copy of.... I wanted my orders in a timely manner and or *etter communication from your company on this.  And I did not like the **** in the face of a 15 or 20 % discount on my next order, and no other communication.

  I asked to have my orders processed, better communication between company and customer.  And some type of refund for the issue, but did NOT request any type of CANCELLATION!!!
  
  Thank you
  ***********************

   

*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. ↩