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:15/11/2024

  Type:Billing 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 3 clothing items on line for my 92 year old mother for her Birthday. We don't live in the same city I decided to get them sent to her directly - sadly they did not fit properly, she call Eclipse customer service and was instructed on how to mail back the items- she explained she does not have a printer and can not print off a return slip, they told her they would reimburse her for the postage of $29.17 . She went to the mail box and did what she was told to get refunded and got a copy of the receipt. I followed up the the customer service as to why they did not reimburse my mother, A*** ( the person I have contacted) told me to email the receipt from the post office- so I did, Then I was told that it was not in the policy to reimburse postage- I explain to A*** that she did what they told her to do so they would get the items back within 30 days ( new - not worn and still in the packages) Attached is the communication from myself and **** from Eclipse and copy of the Canada Post receipt. All that I am asking is for the $29.17 that my mother paid for in postage as promised and now denied from this company. Respectively A***** *********

  Business Response

  Date: 26/11/2024

  Hi there, 
  

  We have investigated by checking with any and all female staff at our head office
  location, and no one has any recollection of speaking with a woman regarding a
  return label for her online order.  Furthermore, we do not provide free shipping on returns.  Please see the attached website return policy information as well as a link provided below to our website that also clearly states this information.  We would only provide a
  return shipping label via email if there is something wrong with the order due
  to an error made on our end (wrong item, colour or size, or if they received a defective item) - this is the ONLY exception we would make to our policy. 
  

  We also retain records of ALL shipping labels that we have sent out to customers due to issues/errors caused by us. We have no record of a shipping label being sent to this
  customer for their order, so this does not align with the area of her complaint
  that notes that she was not able to print the shipping label.  

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

  As a result, we cannot refund this customer for their incurred shipping cost, as they were returned due to them being unsuitable, and not due to any errors made on our end.

  Thank you

  Customer Answer

  Date: 26/11/2024

   I am rejecting this response because: my mother would not lie about talking to the office and getting the information such as the getting the  return address and was given  instructions on how to return items that did not fit her. She does not have a computer and is not aware of your policies - that is why she called!  This is very unsetting on the fact that I shop at this store in *********. The emails that were sent to **** were are very clear- yet the communication I got back seemed to be very confusing. I always try to support with Canadian stores. I would hope you would kindly make an exception on your policy on simply trying to return some clothes. 

  Respectively A***** *********

   

   

  
  

• Initial Complaint

  Date:18/08/2024

  Type:Customer Service 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 August 10th at ******** mall was I yelled at by the supervisor over the phone when I asked for a refund. She was shouting on the phone saying she's not my slave when i was asking for information on how to file a complaint. I purchased the sweater at the Eclipse in kelowna on July 20th and staff forgot the security ink tag on the sweater. I did not notice the tag until I went to put the sweater on which was after the 14 day return period. I was treated very poorly by the supervisor and she refused to give me her name. I got a gift card but I do not feel comfortable to return to this store and I want a refund.

  Business Response

  Date: 19/08/2024

  Hi,

  Sorry to hear that you had a negative experience in one of our stores. In this case, since the security tag was left on the item, we will be able to proceed with your refund beyond our return period policy as the fault for the original inconvenience lies with us. We will offer you a cash refund for this purchase, but you will need to proceed to a physical store to receive this refund in exchange for the garment. Please reach out to us at [email protected] with which store you will be vesting so that I can inform the store ahead of time that your cash refund has been authorized.

  Thanks,

  Eclipse.