Complaints

This profile includes complaints for ModCloth's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  ModCloth

  1031 N Broadway STE 350 Los Angeles, CA 90012-1429

• 

  ModCloth

  2250 Roswell Dr Pittsburgh, PA 15205-1800

• 

  ModCloth

  3011 Smallman St Pittsburgh, PA 15201-1527

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:12/12/2022

  Type:Delivery 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 purchased some Christmas gifts from ModCloth.com on November 16th in the amount of $185.06. These were gifts for my entire family, grandparents, siblings, mom, in-laws, ect. It said the order was delivered on December 7th. When I went to get the order from my mail room it was not there. I waited a couple days and the package never came. I called ModCloth on December 12th at 9:45 am. I spoke to two different people who both told me there was nothing they could do. They refused to replace my item or refund my money. It's a disgusting business practice to not protect a customers order, especially during the holidays. I am just devastated. I want my money refunded from ModCloth. They have a policy that ensures I receive my items and I did not.

  Business Response

  Date: 12/15/2022

  We apologize for this customer's recent experience with our ************* team and her ********************** order. While packages that have left our facility are no longer in our control, and we are not responsible for lost or stolen items that have been delivered, we agree that more could have been done in this case to assist the customer. In this order's case, we were assured by the courier that the package was handed off to a mail room, and a photo was taken confirming that the package had been delivered. The fact that the package was stolen from the mailroom, especially during the holiday season is despicable, and our hearts go out to anyone who has had gifts go missing from their porch or mail room.
  
  The customer did also file a review and a complaint on our social media, so a member of our team did reach out on December 12th to offer some assistance to the customer. I see as of yesterday, December 14th, the customer was able to get back in touch with our team and was helped. At this point, we would consider this matter to be resolved. Should the customer have any additional questions or concerns, they are welcome to contact ************* at their convenience.

  Customer Answer

  Date: 12/16/2022

  (The consumer indicated he/she ACCEPTED the response from the business.)
  I accept this response. Thank you BBB for your assistance and thank you ModCloth for doing the right thing and resolving this.

• Initial Complaint

  Date:08/23/2022

  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 purchased a dress for my wedding on ModCloth based on their measurements per the website. The dress arrived and was too large by two sizes. I called ModCloth and they suggested I buy another dress in the correct size and return the dress I have. I got the information for return and immediately purchased the same dress in the smaller size. The new dress got here but ModCloth is now saying they can't process my refund unless I have courier information regarding the return. I was not told when I sent this dress that this was the case. I now have purchased two dresses and only have one. Customer service is very unorganized and I was hung up on twice when they "checked on the order". They won't return the dress or my money.
  

  Business Response

  Date: 09/01/2022

  Business Response /* (1000, 5, 2022/08/30) */
  We apologize for the trouble this customer has experienced with their recent return and with the customer service department. It does seem that an error has occurred in our Returns Department that caused the dress to not be refunded once received. We are investigating with our Returns team to see what might have happened in. While returns do not go missing often, we do ask any customer using their own shipping method to hold on to their tracking information, as we are not responsible for lost or undeliverable returns made without the use of our own return label. Further details are listed in our return policy: ****************************************
  
  Nevertheless, our records indicate that this customer was able to locate their tracking information, and received a refund the same day they filed this complaint. As such, we would consider this matter to be closed at this time. Should the customer have any additional questions or concerns, they are welcome to contact Customer Care at their convenience.
  
  
  Consumer Response /* (2000, 7, 2022/08/31) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  While there were many errors made on their behalf and no apology for their disorganization, once I called and tracked down the tracking information from the carrier, they refunded my account. It is my assumption they do this in the hopes that the people seeking the refund do not get the tracking information or forget about the return. It is bad business. However, they did refund my dress and that makes this satisfactory.