Business Profile

Fashion Accessories

Claire's Accessories

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Fashion Accessories.

Complaints

This profile includes complaints for Claire's Accessories's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

79 total complaints in the last 3 years.
25 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:02/09/2024
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.
On 2/7/2024 I took my granddaughter to Claires and she purchased some items totaling $40.68 and her mother didnt approve the items so I took them back for a refund and was told I would be getting a refund but on 2/9/2024 I saw the purchase reflecting in my account so I called the bank and was told it was a purchase made and to contact the store I called them with the bank on the phone and I was told by the store representative that it was refunded the bank told the store the transaction was completed today as a purchase not refunded but the store clerk wasnt trying to hear anything and told me theres nothing she can do about it. I want my full refund I have the receipt saying I would be refunded for all the items I returned.
Business Response
Date: 02/26/2024
Hello *******,
Your refund was processed and credited to your account as I mentioned in our conversation.

Thank you,
***
Claire's Customer Service
Initial Complaint
Date:01/25/2024
Type:Service or Repair 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.
On 11/22/23 I placed an online order (#*********) to icing for 8 earring items with a total of $55.69. The return policy online states:Our merchandise can be returned or exchanged in our stores within 60 days (90 days with a gift receipt) in its original condition, including all tags and other item packaging, for a full refund.I encountered multiple issues in trying to return my order according to the posted policy. First, when I arrived at the icing nearest me I discovered it had been closed but this information had not been updated online. On another day, I drove the another icing about ************************************************************************************************************** store. When I showed the icing returns webpage to the associate, she said that I should try at a Claires store. I have heard from others that icing orders are not accepted for returns at Claires stores and told her this. She then suggested that I call Claires customer service. None of these options resolved the issue or were consistent with the posted return policy on icings website.I would consider this issue resolved if Icing refunded me in full for my order which was attempted to be returned according to their posted policy but was denied. I also recommend that icing update their posted return policies to be consistent with what they follow in practice.
Business Response
Date: 02/15/2024
Hello Alexandria,
We are sorry to hear about your experience trying to return your online order. I will call you today February 15, ****, so we can solve this issue sooner than later.

Thank you,
Ken
Claire's Customer Service
**************
Customer Answer
Date: 02/15/2024

Complaint: 21199413

I am rejecting this response because:

a Claires customer service representative called me from an unknown number and asked for the same information provided in this BBB complaint. They then told me that I should have been able to make my online return in store (as is consistent with their return policy posted online) and was not sure why I was not able to make this return when I went in store. It seems that no one in Icing stores knows this policy or how to make online returns. It also seems that no one from remote customer service knows how to assist as well. Icing continues to operate with misalignment and lack of competence in their staff to carry out their own policies. No effort was made by Icings part to improve this issue or my situation.

Sincerely,

*************************************
Business Response
Date: 02/16/2024
Hello Alexandria,
I looked into this matter after we spoke. We can approve a refund at you local Icing location. I will email the Icing location of you choice and authorize the return back to your original payment method. Please provide a date next week and the location you will be visiting.
Thank you,
***
Claire's Customer Service
Customer Answer
Date: 02/19/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
I do not wish to pursue any further action on this complaint. Overall, I would just like to see better knowledge of Icings posted return policy and improved ability to resolve customer issues from both in-store and remote Icing employees. Due to the repeated number of issues I have had returning Icing orders in accordance with their posted policies (on multiple occasions) I would not recommend anyone to shop at Icing anymore.

Sincerely,

*************************************
Initial Complaint
Date:01/16/2024
Type:Sales and Advertising 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.
12/29/23 I made a special trip to Claires with my daughter to get her ears double pierced as a gift. I researched many places to get her ears pierced and settled on Claires due to the price advertised online for ear piercing being $34.99 for the 3mm round stainless studs. Upon arrival at the store, I was told the online price is not applicable in store. When I inquired about how to get the online price, I was told they didnt know and that they do not honor the online price. The in store price was $45. Since this was a special trip with my daughter, we went ahead with the piercing and paid the $48.50 with tax. I was not given a choice of regular ear care solution or rapid solution.I have tried messaging the company multiple times, but they will not respond.
Business Response
Date: 02/02/2024
Hello *****,

Thank you,
**************************************************************************************
(p): ************** | (e): ****************************************
Hours: Monday - Friday 8:30 am - 6 pm, CST
Initial Complaint
Date:01/14/2024
Type:Service or Repair 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.
So I placed an in store pickup order. Ordered 3 items. Two were scrunchies and the other item was a Squishmallow clip. Contacted support about my experience as follows: So Im fairly upset about this experience. The closet Claires is over an hour away from me. I just had a pickup order there, drove all that way and they gave me the wrong colored scrunchie. I didnt notice until I got home due to it being dark out. I ordered melon, they gave me blush. Not about to drive all that way and waste the gas. Was hoping Claires could send me the right one via mail. Would greatly appreciate that. Heres my order number for reference: #********* Additionally, the two employees working tried charging me for the Squishmallow clip even though it had already been paid for. Was ridiculous.I included photos of my receipt. The item I received vs the item I was supposed to receive. Differing product ID codes. And the email I received in response to reaching out.Customer support responded with straight gaslighting. Told me the item I was given was the one I ordered even when I provided clear photos. Its very obvious its the wrong color. Notice how Ive included the product codethose dont match either. Melon code: *****. Whereas the code on the blush colored scrunchie is: *****. Was supplied the incorrect item. Also told me Id have to go to the store to return or exchange it. Not about to drive there and back and waste 2 hours of gas money. Not impressed. An ideal resolution would be them sending me the correct item.
Business Response
Date: 02/02/2024
Hello ****,
We are sorry to hear about your recent purchase from Claire's. I will contact you on 02/05/2024 with a suitable resolution.

Thank you,

***
**************** | North America
**********************************************************************************
(p): ************** | (e): ****************************************
Hours: Monday - Friday 8:30am -6pm, CST
Customer Answer
Date: 02/05/2024

Complaint: 21144831

I am rejecting this response because: it was a response suggesting they would be offering a solution, but they literally did not give a solution, just said theyd be providing one. Whats the solution?

Sincerely,

****************
Business Response
Date: 02/05/2024
Hello ****,
Unfortunately, we are unable to ship product from our customer service department. However, we can provide you with 50 reward points that equal the cost of the scrunchie.
Thank you,
***
Customer Answer
Date: 02/05/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
its really not a resolution, but it sounds like they are unwilling to offer be a proper resolution, so accepting this minimal effort is better than nothing

Sincerely,

****************
Initial Complaint
Date:01/07/2024
Type:Service or Repair 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.
This company does not answer emails or calls! I've been trying to report this issue with this company for almost a month. No help, no follow-up, it's disgusting **************** especially on the issue. I've experienced.. My daughter came in for a ear piercing on December *******. She is a 7 months old infant. She had her ears pierced by Claire's store at the ************** in ****** ******* ************************************ I paid $87.47 for the earr piercing. The lady at the site shot both of her ears Unassisted. One of the piercing guns got stuck in my daughter's ear!! In moment I had to wait what felt like forever It took a while for someone to help. To get it unstuck out of my child ear. Another employee had to run from the back In panic mode to help. My child was still crying in my arms. It took almost ten minutes oramor to stop her from crying or to console her. The next day on December ******* the earring piece hook completely broke!! I had to replace them. The earring keeps coming off. Putting my daughter at risk for infection.I also took her to her ******* care doctor. She is still in pain from this. The earring has now turned a different color then the ones that are purchased. I was told these were real for the price that I paid but they are discolored! I believe these are fake. I would like a explanation on how is these guns being inspected or maintenance. I know that this Claire's is set to go out of business. On my receipt it does not tell me the person who pierced my daughter's ears. No information on the type of earring is in her ear. I never received the waiver that I signed through email from Claire's. These people need to be trained and do they even have a license? I'm highly upset at ******************** for not following up and pursuing my complaint!
Business Response
Date: 01/23/2024
Hello

Thank you very much for providing the receipt. Again, we apologize for your ear-piercing experience. We can approve a refund for the piercings. Please bring your receipt, and the earrings when you return to Claire's.

Please allow 48 hours for us to contact the store so there will not be any issues when you arrive.

***
Claire's Customer Service
Customer Answer
Date: 02/01/2024

Complaint: 21109715

I am rejecting this response because:
Claire's associates DID NOT answer my questions or concerns. No one ever called or reached out besides the email. Claire sent over an email Stating allow up to ***************************************************************** is closed Response because it's ongoing. This company has not fulfilled a Refund or an explanation on Why this happened in the first place. Who was the employee who did this to my child. No one is taking this Issue seriously. My concerns of my Infant child or the store experience. Poor people skills. Poor customer service. I am still waiting to be contacted. Company has Ghost me on communication.

Sincerely,

*************************
Business Response
Date: 02/02/2024
Hello,
Below is the last message I sent to you. I am not sure what the issue is.
Thank you,
***
On Tue, Jan 23, ****, 4:30 PM **************** <****************************************************************> wrote:

Hello *******,

Unfortunately, all merchandise must be returned for a full refund and must be processed at a local Claire's. Is there another Claire's you visit?
Initial Complaint
Date:12/26/2023
Type:Billing Issues
Status:
UnresolvedMore 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.
There are 2 orders which have been made and drawn out of my account but I never made them or received them.
Business Response
Date: 01/02/2024
Hello *****,
Please provide the two order numbers that you are referencing to.
We are showing you placed an order on 11/23/23 (order # 014111760), on 12/1/2023 you called out Customer Support team stating the order was not delivered.
Tracking # 92612927005732000003728858 via ***** Per the tracking number the order shows delivered.
On 12/4/2023 we issued a full refund to your credit card for this order as you stated that it was not received.
Please let us know what the second order number is so that we can look into this further for you.
Thank you,
Claire's Team
Customer Answer
Date: 01/02/2024

Complaint: 21058048

I am rejecting this response because:
The 2 orders were
Order014345290 and 014345331
Sincerely,

*************
Initial Complaint
Date:12/20/2023
Type:Service or Repair 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 went online to place an order for an eCard. When it was received we found out that it is only redeemable online. I have never heard of this before and didnt remember seeing anywhere that it said this so I went back through the process and the ONLY time it mentions this is on the very very first page, extremely tiny. It never says it while you are actually buying it. It never says it when you fill out the information. It never says it again when you put in your credit card information to finalize the purchase. It doesnt even say it in ANY of the emails. This is such a scam! Its very obvious they are trying to hide this very important and inconvenient fact about their eCards in order to get people to buy them. Then I went in to buy a physical card and have it rushed. I put in my PO Box and selected to pay the extra shipping fee so I would get it here in time for Christmas. Instead of the system telling me that I couldnt expedite to a PO Box and to change shipping method and/or address, it AUTOMATICALLY changed my shipping speed and placed the order. So now Im stuck with a gift card that wont even get here on time and another one that can only be used online, which is for a kid who doesnt shop online. Biggest scam.
Business Response
Date: 12/20/2023
Hello ********,
We apologize for the inconvenience.
Unfortunatley, at this time our **Gift cards are redeemable online only.
For the physical gift card that you purchased we do not have a way ship Express to a PO Box address. It is Standard Ground only.
I will cancel the order with the physical gift card and issue you a full refund.
For the **Gift card, can you please send an emai to **************************************** with the gift card number and we will be happy to get that refunded for you as well.
Thank you,
Claire's Team
Initial Complaint
Date:12/18/2023
Type:Sales and Advertising 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.
7/25/23 my daughter got hey ears pierced. We were surprised to hear about the promotion of a pair of free earrings every month for a year with a ear piercing. 7/27/23 I get an email from Claire's describing how the free earrings promotion works and because my daughter's piercing was the 25th or after, the second month, September would be the first month she would get the email code for the free earrings. The email clearly says the first of every month this email code will be sent. Come September no email code was sent. I contacted customer service it was confirmed we qualified and the code was sent. October, November, same thing. No code. I contact customer service and they send the code shortly after.December comes. Still no code. And I've contacted Claire's three times in the past two weeks with no response at all this time. I check spam every time and continue to get reward reminders so I don't think this it's a email issue. I would like Claire's to fix this issue from continuing to happen every month and be sent the promotion on the first of the month as advertised. I would also like our December code before the month of December has past.
Business Response
Date: 12/19/2023
Hello ******,
We apologize for the inconvenience.
I noticed that you are not opted in for Direct Mail with your Loyalty account.
In order to receive the Free Earring Promo code email you must be opted in.
Please log into your Loyalty account and opt in for Direct Mail.
In the meantime please use the code below for the month of December.
DEC232IP066Y1B8U54
Thank you,
Claire's Team
Initial Complaint
Date:12/14/2023
Type:Service or Repair 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 contacted Claires multiple times today 12/14/23 and have been hung up on twice and sent in multiple emails for the past 3 days in regards to my order I have paid a total of $71.16 and have not received my package I have contacted *** in regards to my tracking #****************** for order# ********* and they have advised me to contact Claires for a lost package and each time I call I get rude customer service people who tell me there looking into it and leave me on hold for atleast more then 5 mins and hang up I have phones call records and emails and have not been able to get a hold of anyone not even corporate
Business Response
Date: 12/18/2023
Hello *********************,
The refund for this order was denied as we show that the order was delivered by your local post office on 12/7/2023.
Our records indicate that in the past you have placed orders with us that were shipped to the same shipping address and we have refunded those two orders in full as you stated that you did not receive those orders as well.
Order# ********* you received a refund in the total amount of $34.91
Order# ********* you received a refund in the total amount of $40.03
We apologize for the inconvenience.
Thank you,
Claire's Team
Customer Answer
Date: 12/18/2023

Complaint: 21010002

I am rejecting this response because:as I have called the shipper who shipped my items and got information off there website is showing tracking is incorrect nor can they provide me details of my item and told me to open up a lost investigation with Claires ,this is not my responsibility nor is it my fault there is no proof of delivery nor have I received my items I would not be taking it to an extent of getting my money back I simply asked for a refund or a replacement t of my items in which no one tried to help me

Sincerely,

***************************
Business Response
Date: 12/19/2023
Hello *****,
I have issued a full refund for this order.
Please note that we are not responsible for any packages lost/stolen once the package is in the carriers posession.
I have notated your order regarding the full refund.
Thank you,
Claire's Team
Initial Complaint
Date:12/11/2023
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.
December 10, 2023 I am writing regarding the unprofessional, rude, lying, and narcissist personality service provided by Claires employees located at the ********************, ********** **. *****. My complaint will refer to emp 1 (white female, wearing a grinch sweatshirt) and emp 2 (black female, wearing a black/white sport jacket). On December 1, 2023, approx. 6pm, I presented with the receipt, a necklace to emp 2 in the same condition when purchased on November 19. Emp 1 stated, No, it has tape on the back on the card, which shows it has been wore. I responded, The necklace has not been wore and the tape was across the chain when I purchased it. I just buried my mom and decided to not use the necklace. Im sure there are security surveillance video that will confirm, the tape was already on the holder." Emp 1 stated, Im sorry about your loss, but I dont care? I asked both emps for their titles/names so I can file a BBB complaint and was told, "No, we are not going to give you our titles/names. Emp 1 picked up the phone and called security. I said, "I am simply returning an item." She replied, I dont care. When security entered the store, emp 1 stated, "I told her to leave 6 or 7 times, which is an outright lie. I explain to security and the officers, what happened in the store. The police officers agreed emp 1 was rude and recommended I contact the corporate office. I called the corporate office several time and was unable to get anyone to answer my calls.I am requesting a full refund. The receipt ticket number is ***** dated November 19, 2023. Additionally, these two employees should not be in a customer service profession. Its unfortunate for Claires and its customers to have employees such as these two representing its company. I would not recommend anyone to purchase anything from the Kenwood Mall Claires store as long as these two employees are still employed at the store!
Business Response
Date: 12/13/2023
Hello ******,
Thank you for contacting Claire's customer service. We are truly sorry to hear about your recent experience trying to return your unwanted merchandise at Claire's. You may return the merchandise to any local Claire's Boutique for a full refund or receive a refund check which takes 4-6 weeks to process and deliver.
Which do you prefer?

***** K.
Customer Service | North America
**************************************************************************************
(p): ************** | (e): ****************************************
Hours: Monday - Friday 8:30 am - 6 pm, CST

Customer Answer
Date: 12/16/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*************************
Customer Answer
Date: 02/19/2024

Complaint: 20986382

I am rejecting this response because: Hi,

I have not received the refund from Claires as agreed to close my complaint. Claires agreed to mail the refund within 4-6 weeks.

Also, I have moved and need to update my mailing address. My new mailing address is:

9010 ****************
****** ** 85381

Do I need to reopen the complaint? Please advise.

Thanks,

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

Business Response
Date: 02/19/2024
Hello ******,
I looked up your receipt and and it looks like the store location provided you with a refund for the two items. I have attached the receipt from 11/19/23.

Thank you,
*********************
**************

Customer Answer
Date: 02/19/2024

Complaint: 20986382

I am rejecting this response because: As clearly shown on the receipt and written in my complaintI brought a necklace on 11/17/23 for $16.99+tax. On 11/19/23, I returned the necklace and part of the refund was used to purchase the $12.99+tax necklace. Therefore, no I have not received the refund for the 11/19/23 purchase which is why my complaint was filed, in addition to the horrible customer service.
As offered by ******************** and agreed in December 2023 to resolve the complaint, I would receive the 11/19/23 refund via check within 4-6 weeks. I have not received the refund and its been 2 months. Send the 11/19/23 purchase refund to:
*************************
*****************************************************************
Sincerely,

*************************
Business Response
Date: 02/20/2024
Hello ******,
Thank you for explaining the situation again. We will get your refund check process started on 2/21/24. My apologies for the confusion.
Thank you,
***
**************

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Claire's Accessories is NOT a BBB Accredited Business.