Complaints

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

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  Carter's Retail, Inc.

  3438 Peachtree Rd NE STE 1800 Atlanta, GA 30326-1595

• 

  Carter's Retail, Inc.

  10469 S State St Sandy, UT 84070

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:05/18/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 have incurred approximately $70 in late fees, despite having fully paid off my balance, all due to a single $1 purchase. I find it highly unreasonable to be charged such excessive fees for such a minor transaction. As a resolution, I would appreciate either a store credit or a partial refund of the fees paid.I have been a carters customer for many years and credit card ********* email is ****************

• Initial Complaint

  Date:02/05/2025

  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.

  We paid our balance in full. We mailed a check which Synchrony states processed two days late and we now have a $30 late fee which ******, who lives in ******** states he will only pay half. This company is a rip off and charging customers late fees for paying off their bill.

  Business Response

  Date: 02/26/2025

  ******** Consumer Affairs is sorry about your negative experience with your ******** credit card. Any complaint with the ******** credit card will need to be directed the the bank that handles the account and in this case is not Synchrony but ************************* The *************************** has forwarded your complaint to the bank to look at. You may also call them at ************.

• Initial Complaint

  Date:01/03/2025

  Type:Delivery 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 have done a purchased on line on ******** website on December 19th after seeing the advertising for their credit card to get a 50% discount. I submitted an application for their card, got approved, and submitted my order. The order never arrived, even though I have received multiple e-mails stating that my order would arrive soon.I have contacted the company over the phone that affirmed my order had a problem but never resolved the issue. The only option was to cancel the order and submit a new one (obviously that would not guarantee the discount granted on the first order). After that, I request an email stating all this information and the live agent never sent it. I still receive emails from the company saying my order should be shipping soon.The desired settlement for me is receiving my order and be billed on the store credit card, basically for the company to honor what has sold.

  Business Response

  Date: 01/30/2025

  ******** Consumer Affairs is very sorry for this experience. Unfortunately due to a technical error the order did not process in our system. We will be more then happy to assist with placing a new order with the extra discount. The *************************** will be reaching out to assist with making this right. 

• Initial Complaint

  Date:12/08/2024

  Type:Delivery 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 November 30th, I placed an order for baby clothes for my newborn. The order #CAR105409927 contained 14 items. On December 4th, I received a notification that one of the items was out of stock and that the order would be shipped without it. However, I did not receive any refund for the canceled item.Yesterday, I decided to check the status of my package using the tracking number provided by *** (#1Z52159RYW19160258). According to the tracking information, the package was marked as delivered. I used the address of a warehouse that would then forward the package to me. I have been working with this warehouse for four years and have placed many orders to this address without any issues. They checked all deliveries and confirmed that no package for my name arrived.I contacted ******** to report this, and they asked me to wait a little longer, as the order might be delayed. However, before I could respond, I received another message from them stating that they are no longer taking responsibility for the issue.The total amount of my order was $114.20 USD. While this may be a small amount for a large company like ********, it is a significant sum for me. I kindly ask for your assistance in recovering my money so I can purchase the necessary items for my baby elsewhere.Thank you for your help in resolving this matter.

  Business Response

  Date: 12/24/2024

  The ******** *************************** is sorry for your experience. The finalized order amount reflected the cancelled item, the pre authorization of the order on November 30 was $114.20 and we finalized the order charge at $110.20 on December 3rd when the order shipped. 

  Our shipping terms and conditions can be found here:  *********************************************************************************

  Parcel Forwarding Companies If you choose to use a parcel forwarding company, we will not be liable for any damage, defect, or loss that occurs. We will not offer replacements or refunds for orders or items that are reported missing or damaged that we reasonably believe to have been delivered to a parcel forwarding company. Any order addressed to a parcel forwarding company is placed at your own risk. ******** is not responsible for lost or stolen packages.

   

  The order has been marked as delivered by *** and that does show with the screenshot provided if the tracking. 

   

   

• Initial Complaint

  Date:12/05/2024

  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.

  The date of the transaction is November 30 2024 @ 3:45 pm. The manager ****** pressured me into signing up for a rewards credit card. She told me I would save %30 off on my purchase. The total amount that I spent today was $159. She told me if I sign up today I would save $40 and my total should have been $111.00 this was not the case. They are doing deception business practices. I told her to just issue a refund if the purchase went through and if it did not go through then I do not want to continue with the purchase because I do not feel comfortable with her running my credit. ****** continued to run my credit and I could not cancel the transaction because the manager ****** pressured me and coerced me into buying the items. The estimated points that I was supposed to earn today was $147 and I did not earn those points I am very unsatisfied with the service today she continued to walk around after I told her I don't need her help ****** pressured another buyer to pay for a rewards credit card and when I walked in the door that customer told me do not sign up for the card. This seem to be a common practice for this store at this location.

  Business Response

  Date: 12/24/2024

  The ******** *************************** would like to express our sincere apologies for your disappointing experience. Please be assured that I will share your concerns with our retail management team today. This includes the District Manager and the *************** partner for the store. They will then take the appropriate action to address the situation. Please look for an email from the *************************** that was sent today that can be responded to. 

• Initial Complaint

  Date:06/05/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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 live in upstate NY and shopped at a Carters store in ************. I was asked if I wanted to open an account and get a discount. I did, received my bill which stated was due on May 21st. My wife mailed a check for the full amount on May 13th going to *********. Once she saw the check was cashed and there was a zero balance, she closed the account. We closed it as we don't have a nearby Carters store and didn't want to have an open account on our credit report. The next month comes around and we get a bill for a $30 late fee. The bill was sent on May 13th, was due on May 21st which should have been plenty of time to get there and be processed. They processed the check on May 22nd and charged us a late fee. There is no way for us to know when the check actually was received there and if it sat before being processed. I called to dispute the late fee and was told that because the account is closed they cannot adjust the late fee off....but of course they can apply a $30 late payment on a closed account. I also spoke to a manager and she argued with me saying I needed to send payment by check two weeks before payment is due. I have never had a check take that long and I believe we gave sufficient time for the post office to deliver. I am looking to get the late fee waived so it does not affect my credit

• Initial Complaint

  Date:12/19/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 receive receipts electronically to my email any time a purchase is made. On three separate occasions, my reward points have been utilized by a stranger. The first time was some time ago and I assumed it was an error and let it go. Last week, it happened again at a store in *******, **. I happened to notice the individual utilized my reward points. I called customer service to file a complaint. My reward points were restored but I was told that they would look into the matter further. Tonight, I received another receipt from a store in **********. Once again, all of my reward points were used. I called customer service again to complain. My points were once again restored. I was transferred to the **************************** I was told the recommendation would be to change my email. I dont have another email so I am now in the process of creating one solely for Carters which is insane. The representative alluded to this being a known issue. Ive offered a recommendation of checking an ID any time points are being redeemed and this apparently is not a feasible option for their cashiers. My information has been compromised at three separate Carters store locations. The company has made good on restoring my points but have taken no real action to prevent this from happening again. I have been a loyal customer, even holding one of their store credit cards. What is being done to change process so my information will not be compromised a fourth time?

• Initial Complaint

  Date:11/30/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 went in a Carters/Oshgosh back in the Summer of this year (2023 Cant remember what month). I went to check out and to save money they offered a ******** Credit Card. I applied and got approved after entering my information which I put in a PO BOX (that's been my mailing address for 10 years), she took my D.L and I told her my mailing is different than what it says there, she said since I entered it in the scanner it was fine and after that my total was $15 and some change, $15 dollars!. The girls stated that in order for the discount to work that amount had to be placed on the card, I said okay, I'll pay it once I get a bill because why would NOBODY pay a $15 bill? Weeks and Months go by, I never received my card to set up my online account to pay, I started getting collections calls stating I owe interest and penalty. Interest and Penalty on a bill that I 1. Never got the first bill 2. Never received my card (and to this day November 30, 2023 I have yet to get a card). I told the collections department I never got a bill nor my card. They said, is your mailing address ***************** said no, it's not. They corrected that after me telling them 3 times to change it, so after I FINALLY get a bill (still no card mind you), I'm charged Interest and Penalty for something that's not my fault. I don't even know my account number just the last 4 from the bill, that's allllllll the information I have and got from this terrible company. I sent them a check for $16 to pay what I actually owed from the beginning and I'm still getting charged interest. A $15 + change charge has turned into a $169.71 bill that isn't my fault when the company NEVER sent me a first notice and has YET to send me a card. How can I owe interest and penalty when I was never given the chance to pay it? I want the interest and penalty waived and the $16.00 that I sent to credit toward the $15 I originally owed and my balance to be zero. Otherwise, I will not pay the balance. Business is scamming me.

• Initial Complaint

  Date:01/07/2023

  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 have complained numerous times by phone and email to Carters within the last year with zero help or correction on their part.I originally signed up for Carters about 3 years ago. I loved it, I utilized their Rewards program and loved it. Somewhere about 1 year ago it all went down hill. I realized I was not getting any emails, rewards or birthday discounts for my children. I reached out and was thrown to different people and no one could ever fix any of the issues. I was using my Carters credit card always spending money and not receiving any of the benefits that was promised through their rewards program.I ended up on my own just deleting my original account with them and starting a new one so that I could finally get the benefits from my spending with them.*** lost tons of money from coupons and rewards that I never even received,Still. I continue to spend money and its not going on my rewards program. Im not sure whats happened with Carters within the last year, or why their customer service does not try and resolve any issues.

  Business Response

  Date: 04/25/2023

  Consumer Affairs located 2 accounts for the consumer. We reached out to the consumer on 3/27/2023 via email to assist with merging the accounts and ensuring all missing points get added.

   

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

  Consumer Affairs Supervisor

  ****************************************************** | O: ************