Complaints

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

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  Maurices Inc

  425 W Superior St Duluth, MN 55802-2625

• 

  Maurices

  180 N. Station Parkway Space 1095 Farmington, UT 84025

• 

  Maurices

  1770 Red Cliffs Dr. Space 113 St George, UT 84790

• 

  Maurices

  5156 Meadowood Mall Circle Reno, NV 89502

• 

  Maurices

  911 Topsy Lane Suite 226-B Carson City, NV 89705

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:01/12/2024

  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.

  I placed order OMAW264295248 on 1/4 and my entire order was cancelled on 1/5. I hadnt received a refund by 1/10 so I reached out asking about the status of the refund. They told me I could expect the refund by 1/12. I was told to reach out 1/12 if I hadnt received a refund by then, Its is now 1/12 and I have not received a refund. I have attempted to contact customer service and customer service is incredibly hard to get a hold of.

  Business Response

  Date: 01/22/2024

  Thank you for reaching out to maurices.com
  
  We were able to look into this further with our customer service team and it looks like you were able to connect with them on 1/12. Because the order was cancelled, the authorization should have come off the account within 3-5 days. Additionally, per your conversation with our customer service team, it looks like your gift card was refunded and an e-gift card was sent. If you need any additional assistance with this, please contact us at **************. Thank you! 

• Initial Complaint

  Date:12/31/2023

  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 ordered a shirt on the 14th of December with order number OMAW260170568.I have tried to contact the company multiple times without anyone addressing the issue or trying to rectify the situation.It is going on over 15 days of not receiving my merchandise.

  Business Response

  Date: 01/03/2024

  Hello, 

  Thank you for reaching out to maurices.com. 

  I have researched your order, and I do see that this package is lost with ***** I have gone ahead and refunded your order for you. 

  I do apologize for the inconvenience of these situation. 

  Thank you, 

  maurices

  Customer Answer

  Date: 01/08/2024

   I am rejecting this response because:
  Because refunding my money does not solve the issue. That was a gift which I now do not have a gift for my friends and it was a very special gift. All they did was refund *****, which doesnt solve my issue. 

  
  

• Initial Complaint

  Date:12/24/2023

  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.

  Ordered clothes for my wife for Christmas went to check the tracking and it says all the items I ordered were canceled but they didnt issue a refund or anything.

  Business Response

  Date: 12/27/2023

  We attempted to contact the customer about this issue but the phone number provided was not working. We also sent an email letting them know that the authorization hold for this canceled order OMAW262760354 will fall off in 3-5 business days, which can be anywhere between 12.29.23-1/3/24. 

• Initial Complaint

  Date:12/20/2023

  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 returned several items are once. 5 packages to be exact. Items were sent out on 12/6, I received an email saying ALL returns were successful and that I would be receiving my refund (over $200 worth) in ***** days. I received refunds for 2 out of the 5 packages right away. We are on day 14 now and I have yet to get my refund for the other 3 packages. I have tried to call customer support MULTIPLE times for an update and can never get through. My most recent phone call attempt (right now) has been a wait time of 2 HOURS... this is absolutely ridiculous customer support. No one should have to wait over 2 hours to speak to someone to resolve the issues. Their "chat now" and text features to get help are bogus as it's just a "virtual assistant" who can't do anything for you. I have been a loyal customer with ********************** for so long but am at my breaking point with them at this point. I'd love to just be able to talk to someone regarding my issues but that doesn't seem possible. Very disappointed in customer support here.

  Business Response

  Date: 02/09/2024

  Notes:Reached out to the customer after a ******************** complaint regarding her refund. 

  What you did(as a tier 2) for the customer: I went over her order history, and found the below information. I contacted her and set expectations as to why the refunds did not go through and her refund check.

  Return #	Order #	Return date	Completed	Refund owed
  N88306137893	OMAW195736893	12/6/2023	no	31.78
  N88710125737	OMAW165136737	12/6/2023	no	4.78
  N88229137831	OMAW147126831	12/6/2023	Yes	0
  N88337772666	OMAW124383666	12/6/2023	Yes	0
  N88915676658	OMAW159817658	12/6/2023	no	67.24

   

  What the customer should expect next: Customer to receive refund check 

  Resolution: Sent check request on 1/3/24.

  
  

  
  

• Initial Complaint

  Date:12/18/2023

  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.

  Order #- OMAW ********* Placed on 12.6.23. I purchased 2 physical gift cards online. One at $35 and one at $15 to equal $50 to also get a Bonus $10 card to use in January. The online promotion for December.The package was delivered from a warehouse in **************. There was no receipt or paperwork and nothing telling me which card had which $ amount on them. I also did not receive the $10 Bonus Card. I had to scratch the *** codes on both of the cards I received-to check balance on the website. Only to find both cards had $0 balance on them, they were never activated!!!Card# *********************** And Card# *********************** I call customer care and spend over ****************************************************************************************************** I get a confirmation email of replacement cards to be mailed-only to find the replacement order is for 2 new gift cards are both at $0 on them. The replacement order # is OMAC ********* I call back to customer care again spending 45 minutes on hold this time for an agent to try and find a supervisor for me to talk with, to resolve this issue. This agent could not locate a supervisor to speak with me but assured one would call me back shortly. He gave me this reference # ******-000316.I did not receive a call back! This agent was courteous enough to give me $10 on my account for the issues.Now the replacement order -OMAC000527822 was cancelled on 12.18.23 because ************* put $0 in for the balance to be applied to each of the replacement gift cards. I am now out $50 and no resolution from ************* after two calls with massive hold times. I am trying to get $50 worth of replacement gift cards issued that are activated. I would appreciate the additional $10 Bonus card as well that was advertised for ordering $50 in Gift Cards.

  Business Response

  Date: 01/02/2024

  Hello, We were able to connect with the customer and send her  a replacement eGift Card for $75 -OMAC000531355. 

  Customer Answer

  Date: 01/02/2024

   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.

• 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 placed order OMAW260498048 on December 6. I placed this order of items that showed in stock. A few days later, I received notification that my main order was cancelled due to stock. The second item has showed processing since that time.After waiting and receiving no further update, I searched for a way to contact customer service. I located the text link and opened a chat. After multiple attempts, I received a message that call volume was high and was directed out.I finally gave the correct amount of disruption and complaint to the automated system to be placed on a que for the care team.After holding for 45 minutes, I explained the issue to someone. I was informed that I could only cancel within 30 minutes and that stock numbers were not available to them.Laughable since you must hold for over 30 minutes to reach someone. Also the website showed items available and allowed the order. When I brought this to the customer service rep, he reported that he would relay my complaint.I asked for a way in which I could relay the complaint of what I perceive a dishonest practices and a scam to avoid cancellations. The customer service rep declined to answer.I then searched the internet for contact information and complaints. As I suspected, contact information was difficult but complaints were numerous. When finding an email and sending complaint, I received notification that the email server blocked my request.All I would like to do is cancel an order on an item that you apparently do not have and discontinue my relationship with this store.

  Business Response

  Date: 12/18/2023

  Thank you for reaching out to maurices.com

  I do see that you had two items in the order listed above. I see one item was cancelled (boots) due to inventory and one item (Coffee and Chaos Tee) has shipped. 

  If you have not received the shirt, I would be happy to assist you in a refund for that item. 

  Thank you, 

  maurices

• Initial Complaint

  Date:10/01/2023

  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 placed an order online and paid for it and now they have cancelled my order saying its no longer in stock. I can order them again at 4 times the original price. They refuse to honor the original order I placed and the price I paid for them. There store can even order them and have them in a couple of days. This is switch in pricing after placing order

  Business Response

  Date: 10/12/2023

  Hello, 

  Thank you for reaching out to maurices.com.

  I do see an order from 10/1 OMAW251264833 is available for store pickup.

  I do see another order from 9/25 OMAW250726969 with two canceled pair of jeans. I do see you contacted our **************** Team on 10/1 in regard to the canceled items, I did also see that they offered you to contact our team, and we would reorder the items for you at the discounted price due to the length of the denim you originally ordered being out of stock. 

  Order OMAW251264833 has a 25% off discount applied by our customer service team on 10/1/23.

  Thank you, 

  maurices

• Initial Complaint

  Date:09/25/2023

  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 placed an order on 9/14/23 with maurices.com. I received two out of my three items. The third item has been "pending." I reached out to customer service via email on 9/21/23 to have my item that is clearly backordered/not in stock cancelled. When I placed the order, it showed in stock and no one from Maurices has ever reached out to notify me of an inventory issue with the item (Vintage Lace Simple Strap Bralette item #******). I spoke with an extremely unhelpful customer service rep named **** today (9/25/23) who refused to cancel my item that is still "pending" and not in stock. I asked for a supervisor in the chat, she refused to send me to one. Just repeated that she couldn't cancel the out of stock item because it has been more than 30 minutes since I placed the order. The customer service is horrible and the practices are extremely shady.

• Initial Complaint

  Date:09/20/2023

  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.

  I purchased items from the company online on 11/14/2022. The Order #:OMAW218001235. The total purchase was $932.40. I kept part of the merchandise but made two returns. One return was for $611.41 and the other was for $69.23. After some time I had not received a return balance to my credit card. When I called they told me that since the card number security code had changed because the credit card company updated the card, they were not able to return it to the card but I could have store credit or they could pass the info onto the corporate office and a check would be mailed to me. More time goes by, I call again and they say there was an error on the address to send the check. They correct the address and say it should be in process. I have made multiple phone calls and still have not received a check. The reference number for the phone calls is 230825-000878. I would like the check to be processed an received for both orders.

  Business Response

  Date: 10/17/2023

  Hello, 

  Thank you for reaching out to maurices.com

  I was in contact with our accounts payable department, and they show that a check was requested and mailed on 9/20 for the amount of $674.69. The check was mailed to: 

  PO Box 673 **********
  ********** 87315

  If you have not received the check, please let me know so we can void the original check and have a new one mailed. 

  Thanks, 

  maurices

  Customer Answer

  Date: 10/18/2023

   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.

  I received the check. Thank you. 
  

  ************************;

   

• Initial Complaint

  Date:08/14/2023

  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 placed an order however it was canceled by the company. I called customer service and waited for 30 minutes on hold. The representative was very nice but had no explanation for why it was canceled. He then stated I would be issued a refund for the order via and e gift card. I waited a week and received nothing. I emailed customer service and waited almost 8 days for a response. I was told that the money was back on the original gift card I had to used to make a purchase, after talking with SEVERAL customer service reps. **** to use the card and still no money has been refunded. I tried to call customer service and again was on hold, this time for 45 minutes. I hung up because I don't have that kind of time to waste. Sent another email and NOTHING. I just want my money back!!!!

  Business Response

  Date: 02/09/2024

  Note: The following email was sent to Liv by ************************* on 8/30/23:

  Hello Cecyl,

  Thank you for contacting the maurices CARE Team! I would be happy to assist your concern regarding your gift card refund today. I deeply apologize for the frustration and inconvenience waiting on your gift card has caused you, and I am happy to take care of this for you. I am reissuing you the gift card as you did not receive it, plus an additional $10 for the inconvenience this has caused you. The order for the e-gift card has been created for the amount of $35. You will receive 3 emails regarding this. The first email is the order confirmation. The total will reflect as $0 on the order confirmation as you are not being charged for the gift card, and is not a reflection of the value of the card. The second email will be the confirmation email that the gift card was sent. The third email will be the gift card itself with the card number, pin, and barcode.     

  Thank you for being a loyalty member! You currently have 40 points and you are 60 points from your next reward. Points earned from purchases are pending for 7 days, then become active.  Once the points are active, they will convert into reward certificates within ***** hours.

  If you have any further issues or concerns please let us know. We can be reached at **************. Any of our Customer Experience Professionals will gladly assist you. Thank you for shopping at maurices! We look forward to shopping with you again soon. Have a wonderful day!

  Customer Answer

  Date: 02/09/2024

   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.