Business Profile

Children's Clothing Stores

The Children's Place Retail Stores, Inc.

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for The Children's Place Retail Stores, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

610 total complaints in the last 3 years.
185 complaints closed in the last 12 months.

If you've experienced an issue

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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:08/15/2022
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 placed an online order on the children's place website on July 10th (order # **********) but I never received the package. Since I was out of town I did not realize that the package had not been delivered until a few weeks later. Once I realized that it was not delivered i reported the situation to the customer service line (on august 3) At that time I was informed by the customer service representative that I would be provided a refund and placed on hold while the information was put into the system as well as him checking with the mail carrier for the status of the package. The entire process took around 40 mins and I was told to check my email in 24 to 48 hours for confirmation of the refund process. After a few days of waiting for the email that never came I called back again to get an update only to be held on the phone for another 40 minutes and be told by a supervisor that I was misled by the representative and it was in fact nothing that they company was willing to do because the mail carrier said that they delivered the package. The situation was not only mishandled but I was told blatant lies in regards to getting a refund for my order. Now I am left with no school clothes for my daughter as well as being out of $260.03. I really hope that someone can help me get this situation resolved and get my money back.
Business Response
Date: 08/18/2022

We are sorry for the disappointment you experienced with your order #**********. Our records indicate that your package was delivered to a parcel locker at 5:07 pm on July 13, 2022 in ************************.. If you have not received it, we recommend contacting the **** who delivered the package to a Parcel Locker to open a claim. We also encourage you to contact your financial institution to dispute the charges for your missing package. We apologize for any inconvenience this may cause you.

Tracking Number: 92612924912569571395370852
Your item was delivered to a parcel locker at 5:07 pm on July 13, 2022 in ******, ** 30260.

**** Tracking Plus Available
Status
Delivered, Parcel Locker
July 13, 2022 at 5:07 pm

******, ** 30260
Customer Answer
Date: 08/18/2022

Complaint: 17721590

I am rejecting this response because:
I spoke to a representative on the customer service line and was already given this information. I was assured by the representative that I was going to receive a refund and that is what should happen. The only acceptable alternative is that the package be re shipped to my local children's place store for in person pickup so that I may still receive the items I ordered. It should not be the responsibility of the customer to **** down a lost package. The way this is being handled is completely absurd and shows that this company has a lack of concern in regards to its customer. If this situation cannot be resolved in one of the ways that I have mentioned then I certainly will not be a returning customer.

Regards,

*************************
Business Response
Date: 08/24/2022
We have sent a response directly to the customers email address as of 8/24/2022. Please check your spam/junk folders for an email response from The Children's Place.
Customer Answer
Date: 08/27/2022
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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.

Please note that I am requesting that my package be shipped to be updated address which is *************************************************************. If the address can not be changed then please ship the items to a local store where I can pick them up. Feel free to call me at ************ to confirm any of the details.

Regards,

*************************
Initial Complaint
Date:08/05/2022
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.
On July 22nd I placed an order online through the Children's place for my sons uniforms. They shipped through OnTrac even though their website says they use **** or *** for shipping. On Saturday July 30th I got an email stating my package was delivered but I hadnt received anything I called the children's place and they said they couldnt resend my package and they couldnt give me a refund that my only option was to dispute the charge with my financial institution. I also called OnTrac to see what happened they began a claim and never got back to me so I went into the facilitys they then called me August 4th to tell me my package was not delivered on Saturday July 30th and that it had been declared lost because they have no clue what happened to it and updated their system to contact sender. I contacted the children's place again to try and get a resolution and they were no help I was told they were not going to issue a refund nor were they going to resend my package to contact my financial institution which I did twice and they cant refund me because the children's place states the package was delivered. That was a $140 order and thats money I am missing and dont have any of my sons uniforms.
Business Response
Date: 08/10/2022
We have sent a response directly to the customers email address as of 8/10/2022 Please check your spam/junk folders for an email response from The Children's Place.
Customer Answer
Date: 08/10/2022

Complaint: 17679725

I am rejecting this response because: I spent $140 on uniforms for my son that I never received and I dont think $80 credit is fair to cover any dissatisfaction as they put it. A full amount credit to use in store or online is fair because it is not my fault the company itself doesnt want to resend my shipment and that they failed to deliver my package. That $80 credit leaves me at a loss of $60 and that is still a lot of money and I am not willing to put it off as a loss when the company should be more understanding and assist and provide me with a better solution when it is their fault.

Regards,

*********************************
Business Response
Date: 08/16/2022
We have sent a response directly to the customers email address as of 8//16/22. Please check your spam/junk folders for an email response from The Children's Place.
Customer Answer
Date: 08/17/2022
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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.

Regards,

*********************************
Initial Complaint
Date:08/04/2022
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.
To earn rewards from the childrens place you have to basically shop which I did. I earned $30 in rewards. I tried all July to add my rewards to my order which was unsuccessful. Every time I log in it said I only had $10 rewards and wouldnt even let me use it. When I called in they told me my rewards expired which is a rip off because they never allowed me to use my $30 reward. I noticed this to be an ongoing problem
Business Response
Date: 08/09/2022
As of 8/9/22 we spoke to **************** in regards to having multiple rewards accounts that my have caused her coupons not to be transferable. We merged the accounts together and issued her $10 rewards that had expired due to this issue. We are happy that we were able to assist her in resolving this matter.
Initial Complaint
Date:08/01/2022
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 March 6 2022 I placed and order for multiple clothing items for boys and girls. I reached out to the childrens place via email advising that I did not receive the order. The order was marked as delivered but I as no where to be found. I check with surrounding neighbors and still nothing. The childrens place responded with there was nothing they would be able to do. It was an order for $315.82. To make things worse the childrens place then took out another $110.52 on April 4 2022 with one of the items being picked ** in a store located in **********, I live in ********!! Im not sure why another order was placed on my behalf as I did not place it given the fact that the first order was not received!!!!!!! That is a total of $ 425 and no merchandise to show for
Business Response
Date: 08/09/2022
We have sent a response directly to the customers email address as of 8/09/22. Please check your spam/junk folders for an email response from The Children's Place.
Initial Complaint
Date:07/26/2022
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 need my money back because the company's children's place canceled my transaction, and my funds are still showing as pending to be Withdrawn out of my bank account.
Business Response
Date: 07/28/2022
We have sent a response directly to the customers email address as of 7/28/2022. Please check your spam/junk folders for an email response from The Children's Place.
Initial Complaint
Date:07/25/2022
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.
Since opening our children place credit card have had nothing but issues with it Dont get the bills on a orderly time and the customer service is awful I have been charged now with 2 late fees and customer service will not help , awful awful awful I wish for children place to give a credit of $35 for pain and suffering this has caused
Business Response
Date: 07/27/2022
We apologize for the disappointment with your MyPlace Credit card. Your feedback is appreciated and important because it helps us improve our relationship with your credit card holders. Please know your comments was forwarded to ********************* for consideration. We appreciate the opportunity to address your concern, and sincerely apologize for any inconvenience this has caused.
Initial Complaint
Date:07/22/2022
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 into the location in ***** and had the worst service. Clearly customer service isn't important to this ********************** at all. The only reason I shopped Children's place is because they had the uniform size I needed, but this is the first and the last time. The person that waited on me 7/22 around 2:00 an African American kid was so rude. After my return she didn't say anything to me. Your done, have a nice day or anything she just handed me my receipt. I shopped around since I had not been in the store and ended up making a purchase, same thing very robotic she told me I had a reward and if I wanted to use it. I said yes. What she didn't tell me is how to use it. I should have pressed a button on the pin pad. So it wasn't redeemed, she handed me my bag did say thank you, have a nice day nothing. I was walking out of the store and saw a sweater so I went back to the counter and another girl assisted me. She was Caucasian with long hair. She said you have a reward do you want to use it? Clearly it was the same reward, which is how I realized it wasn't processed the first time, because I wasn't told to press the button on the screen. I pressed the button she gave me the receipt and I left. I called and asked for the manager to provide feedback, couldn't do that. Called the customer service number provided to me by someone when I called, only to find that it's closed. To add insult to injury you would think if a customer is asking for a manager or district manager something must be wrong no one and I mean no one asked if there was something they could assist me with. The service is horrible and I promise I will not shop or recommend this place to anyone. I am a manager of a bank and I am always looking for talent. These are not individuals that have a passion for customers and customer service. This ********************** is not welcoming at all.
Business Response
Date: 07/28/2022

We apologize for the disappointment you experienced at one of our store locations regarding your visit. Your feedback is very important to us and we thank you for taking the time to give us your comments. We have forwarded your feedback in regards to your experience on 7/28/22 for evaluation. A member of our Store ********************* will reached out to you within 2-3 business days in regards to this matter. If we can be of further assistance, feel free to give us a call at **************.Thank you for shopping at The Children's Place.
Initial Complaint
Date:07/22/2022
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 placed an order with The Children's Place on 7/9/22 for the amount of $111.50. Order #**********. Received an email on 7/10/22 saying the order was shipped by **** Tracking #1ZW641070380849694. I tracked the package every day to check for updates to the shipping status. Contacted the company through their web portal on 7/19/22 to ask them to look into the order as something wasn't right. Too long to ship and no tracking updates. They sent an email back repeating the details I gave them. No resolution. I called *** and they haven't received the package from the retailer. The Children's Place says on their automated system that they cannot alter, change or refund an order. I have no product and they have my money.
Business Response
Date: 07/25/2022
We have sent a response directly to the customers email address as of 07/25/2022. Please check your spam/junk folders for an email response from The Children's Place.
Customer Answer
Date: 07/26/2022

Complaint: 17611561

I am rejecting this response because:
The company issued an email on 7/25/22 stating that they resent the shipment and I would get a separate email with the tracking number. I have NOT received an email with the tracking number. So we still stand with my original complaint of having no product and they have my money.

Regards,

*****************************
Business Response
Date: 07/28/2022
We apologize for the delay resolving this matter. Our records show the package was reshipped from the DC. However, the package hasn't been scan nor show any movement with UPS. We have reached to our internal team for assistance.
Customer Answer
Date: 08/04/2022
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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 have received the products ordered.

Regards,

*****************************
Initial Complaint
Date:07/18/2022
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 with The Children Place Store on 07/07/2022. I received an email with delivery confirmation on 07/14/2022, however I have not received my package( for a total of $127.19, 12 items). I called children place on Friday and Saturday, but their business hours are Monday to Friday from 9am to 5pm, which makes almost impossible to reach them if you work. I called *** to ask for my package, however they only have the information of the tracking number been delivery, I also reached the help center by children place which has nobody contact me in regards to my package. Finally I reached customer service phone number ************* on Monday 7/18/2022 and I spoke with supervisor ***** S from online customer service department from ******** she stated that she can not do anything to me because she has a confirmation of my delivery, I explained that I have indoor cameras at my home with not proof of delivery, she only apologized and appreciated doing business with them. Hope BBB can help me and help others not have a situation like this
Business Response
Date: 07/20/2022
We have sent a response directly to the customers email address as of 7//20/22. Please check your spam/junk folders for an email response from The Children's Place.
Initial Complaint
Date:07/12/2022
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 made a purchase to the children's place online on June 14th 2022. My package was delivered to the luxer one locker in the mail room of my apt complex on June 20th. The locker is supposed to be secure because we pay for it monthly with our rent. When I went to pick up my package on Tuesday the 21st it was not there. After contacting my leasing office and luxer one, I was informed that it was stolen. I was then told to contact the children's place for a refund. After calling numerous times and being told that because it shows delivered in their system there was nothing that they can do and for me to contact comenity bank. When I contacted comenity bank I was told that they were doing a system update and to call back in 2 weeks!! I waited the 2 weeks and called back, to then be told to call back again in 1 week. Again I called in 1 week to be told that a dispute would be sent to the bank and I would here back in 3 to 5 business days. The representative told me to hold on then we got disconnected. When I called back I could not get through. I waited another couple of days, Called back and was told again that a dispute would be filed and i had to wait 1 week for a dispute, then was told that he was having system issues and to call back again. I call back again and now I'm being told that I have to wait 3 weeks for a decision from the bank. I just want a refund. I thought that retail companies had insurance for situations like this.
Business Response
Date: 07/18/2022
We have sent a response directly to the customers email address as of 7/18/2022. Please check your spam/junk folders for an email response from The Children's Place.
Customer Answer
Date: 07/18/2022

Complaint: 17557998

I am rejecting this response because:I did not want a reshipment! I already reordered the items and had them shipped to my mothers house when I was on vacation. I explained this on every call that I made to the Childrens place and commenity bank. I just wanted a refund.

Regards,

*********************************
Business Response
Date: 07/22/2022
We have sent a response directly to the customers email address as of 7/22/2022. Please check your spam/junk folders for an email response from The Children's Place.

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The Children's Place Retail Stores, Inc. is NOT a BBB Accredited Business.