ComplaintsforChristopher Cloos - USA

• Initial Complaint

  10/10/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  October 27, 2022 I purchased 2 sunglasses for $270.40. Its order # ***** and I purchased it in the website. I never received the items or a refund. On November 11, ************************************************************************ 8 or more days. I followed up again and December 7, 2022 Cloos said the manufacturer said the frames are being shipped to us as we speak. On February 16, 2023 Cloos informed me: that Luxreaders ApS purchased the assets of Cloos ApS in January 2023 (the Danish entity behind Christopher Cloos' operations in Europe, which filed for bankruptcy in December 2022).It is important for us to emphasize that claims related to the US corporation cannot be filed with us, as were not in control of - or able to manage the US operations.We wish to be completely transparent, and at this time we do not have further information regarding orders placed through the US site. We are currently working to get an overview of the situation in the US corporation, and we hope to have clarity in approximately 1-2 months.Cloos has since relaunched in Europe. I went to a store in Manhattan that had a few remaining pairs of Cloos. The employee said that their Cloos rep explained that the U.S. products are in a locked warehouse due to the bankruptcy. I cant find the U.S. company contact info or how to file a claim in the bankruptcy.

• Initial Complaint

  07/26/2023

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  In short, I made a $484.40 purchase, and in the 6+ months that have passed, I have neither received the products purchased nor any indication of a refund. I paid for two pairs of sunglasses from Christopher Cloos on 12/31/22. I followed up repeatedly in the following months about the status of the order. ************** were typically 2-3 days, and the responder indicated that a bankruptcy issue had interrupted operations. After more follow *** and several more month, I have asked for a complete refund and the responder indicated that it was not possible, citing limitations to working in the US. Because I have received no indication that the products will be shipped to me, nor that I will receive a refund, I believe that this is fraudulent scheme. I seek complete compensation of the $484.40 that I had spent. See order confirmation and correspondence in the attached files.

  Customer response

  08/21/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Christopher Cloos - USA regarding complaint ID ********.

  Is there anything that can be done to recover the money they took from me?

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

  
  

• Initial Complaint

  06/01/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I ordered 2 pairs of glasses 6 months ago for around $300 and they were never delivered, nor have I gotten a refund.I asked for support through the same website I ordered the glasses through, and I was told that the Danish entity filed for bankruptcy and was acquired by ********** ***, but they did not have any info and couldnt help with any orders placed with the US entity.

• Initial Complaint

  05/26/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Re: Christopher Cloos I ordered a pair of Christopher Cloos Paloma sunglasses directly from the Christopher-cloos.com website in early December 2022. The transaction cleared on December 9, 2022 ($209.11) and was posted on my **** account on December 12, 2022. This transaction date was prior to the Close ApS bankruptcy of December 16, 2022. Order #*****. [**********]I wrote to the firm that is handling the Christopher Cloos bankruptcy (in Europe) and received the following response on February 15, 2023: "By order of 16 December 2022, bankruptcy proceedings were commenced against Cloos ApS, and attorney ************************* has been appointed as trustee. The bankruptcy only concerns the ************** Cloos ApS (not the **************** Cloos Corporation), and the trustee doesn't handle inquiries regarding orders placed on the American website *************************.I have been unable to find out who is handling the outstanding orders paid for via the US Christopher Cloos website and how to get reimbursed.

  Customer response

  06/24/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Christopher Cloos - USA regarding complaint ID ********.
  
  Sincerely,
  
  ***************************
  

• Initial Complaint

  02/09/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I placed an order (Order #*****) on 11/19/22. I paid $151.20 (BW20 discount off of $189 regular price) for a pair of Cloos x ***** - Noire sunglasses. I received a confirmation email on that day. On 12/1/22 I contacted Cloos via their website informing them I had not received shipping confirmation yet and asked for an update. Cloos contacted me 12/2/22 claiming due to global supply chain issues the product had not been shipped yet. They offers to exchange the product for a different color but by the time I emailed them back stating I would be interested in changing colors they said my original order would be shipped that week. I informed them I would like to stay with my original order if it would ship that week. I emailed them again on 12/19/22 asking for shipping confirmation and tracking number. They replied the product would be shipped in 2-4 business days. On 12/24/22 they said I should receive the glasses in ***** business days. On 1/13/23 I emailed them again for an update having not received the product yet. They did not reply. I emailed them again on the 1/16/23 and 1/19/23 asked to cancel my order and be refunded the full amount but did not received a reply. I also tried calling their ** number *************) and the message stated the ****** Subscriber was not available. On 1/23/23 I contacted them again asking for an update and asked if a refund would be possible. I have still not received a response.

  Customer response

  03/06/2023

  At this time, I have been contacted directly by Christopher Cloos - USA regarding complaint ID ********, however my complaint has NOT been resolved because:

  Cloos ApS, the Danish entity behind Christopher Cloos' operations in Europe, contacted me on February 16, 2023 via email. They informed me that they had filed for bankruptcy in December 2022. 
  

  The email stated, It is important for ** to emphasize that claims related to the ** corporation cannot be filed with **, as were not in control of - or able to manage the ** operations.
  
  We wish to be completely transparent, and at this time we do not have further information regarding orders placed through the ** site. We are currently working to get an overview of the situation in the ** corporation, and we hope to have clarity in approximately 1-2 months.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  Sincerely,

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

  Customer response

  05/10/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Christopher Cloos - USA regarding complaint ID ********.
  
  Sincerely,
  
  ***********************************
  

• Initial Complaint

  02/08/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Hi,I placed two orders with Christopher Cloos since September 2023:Order #***** - $183.92 Order #***** - $135.20 (used $75 gift card they provided due to delay on first order)Both have not arrived, nor have I received any response from their customer support since December 2, 2022. And of course, their website is now down.I would like either the products to be sent, or a full refund.Thank you

• Initial Complaint

  02/01/2023

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  I placed an order a month ago and have not heard back from the company. I have emailed and called several times without a response. At this point I think that they are just going to take my money and not send me my order.

• Initial Complaint

  01/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My order number is *****. It cost $297.80 for two pairs of glasses. I returned the glasses in June. Since then, there have been 37 emails between Christopher Cloos and me. They have told me 7 times that they would issue a refund within **** business days. No refund has been issued to date. Two weeks ago, they told me that they were shipping out my order which seems incredible that 1. I dont have an order that is supposed to be shipping, 2. I am waiting on a refund, 3. shows that they do not even read complaints and just have two canned responses. This is not a trustworthy company that has stolen $297.80 from me.

• Initial Complaint

  12/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Items ordered and paid on 7/28/22. Was told one of the two items wouldn't be in stock for 3-4 weeks. Was asked if okay to ship separately, and agreed. Received one pair of sunglasses in August, 2022. Still have not received 2nd pair, despite numerous emails from Christopher Cloos customer service that the 2nd pair was going to be shipped soon, or was in transit from supplier to their warehouse, etc. Several months later, STILL do not have the sunglasses. Was offered gift cards on 3 separate occasions in an attempt to soothe my unhappiness. So, I inquired if a different pair was available and in stock and was told - Yes, it is. So, I placed another order, using the gift cards and paying the balance. This was almost 6 weeks ago, and the sunglasses STILL have not shipped to me. Emails to customer service every week and I continue to get the "run around". All I want is the sunglasses I paid for, to be shipped to me. If they are unable or unwilling to do that, then just refund me. Thank you.

  Customer response

  01/23/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Christopher Cloos - USA regarding complaint ID ********.
  
  Sincerely,
  
  *******************************
  

• Initial Complaint

  12/29/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I placed an order for glasses from this company on 11/21/22. The delivery time quoted was up to 2 weeks. I requested an update and received none. I sent the following email on 12/19:"It has now been a month since I ordered the glasses. All I have is a cryptic promise that "we expect to be able to send the frames in 5-7 business days". Is this the frames and the lenses? or just the frames? Expect to be able to? or will? I am astounded by your lack of effort to provide real tracking information or updates. Your reference to the global supply chain is faulty--I can walk into any LensCrafters in America with my prescription in hand and walk out with on-the-spot made lenses in the frames of my choice--same day. If the customer service at ********************** is this poor then the product is surely also lacking. Please cancel and refund my purchase and send proof of cancellation. I will contact my credit card company to ensure the charge is reversed. I wish your business good luck and suggest you improve your purchase process, including eliminating the need to download an app that requires access to ALL of your emails to track your purchase. Regards"I did not receive a reply. I sent an "Order Cancellation" email on 12/20--no reply. I attempted to call both the #listed for NY (a CA area code), the phone is not in service. The Danish # answers, puts you on hold, then hangs up. I have sent numerous cancellation requests (the policy is 30 day free return/refund) and no response. Yesterday they sent a message that my product would soon be ready. I responded to CANCEL PER POLICY. No response. I don't want the product. I have never received the product. Their strategy seems to be to wait until it is ready and ship it then drag out the return and refund. Please help

  Customer response

  01/22/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Christopher Cloos - USA regarding complaint ID ********.
  
  Sincerely,
  
  *************************
  

*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. ↩