Complaints

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• Initial Complaint

  Date:12/07/2023

  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.

  On 10/14 I brought a two full bins of clothing and childrens toys and childrens shoes and womens shoes to the consignment shop. I checked the following day on the website and saw that I was missing about half of my items and that there were some Christmas items that did not belong to me. I went to the store the next day and let the manager know which items did not belong to me which she removed from my consignment ID. I also let her know the items that I was missing including several new items that I had brought to be consigned. She assured me she would look into this, she had my correct number and my consignor ID and said she would reach out. On  24 October I received an email that a consignor came in stating that she was missing items. I checked online and saw my account was negative close to $30. I went to the store to ask if they had found my items and why my account was made negative. She also asked me to make a list of some of the items I was missing which I did. They said again someone would reach out which I never heard anything from a manager in response to this. I went to the store for the third time it to speak to someone and yet again was asked to make a list of my things to be returned. on December 1rst I wrote an email stating my frustration with this matter and wanting a resolution and my money put back in my account for the items that I had brought and sold that day took out of my account and charged me for. I also wanted resolution to the items that they had lost. I received an email an email on December 5 stating it was the manager and to call her later that day. When speaking they again asked to make a list of which items I was missing. and I let her know I have done this several times in the last two months I also asked how she was able to remove items I brought and make me negative.. She did not help resolve this matter, I had items retailing over $300. And have still not gotten any help finding my missing items or getting the money they took

  Business Response

  Date: 01/04/2024

  Thank you for your assistance and for allowing us to send you this information. Below is the account of what happened. I will also attach 3 documents. The first PDF is the email thread documenting when we reached out to the customer and her replies. The second PDF labeled "Inventory Lookup" documents all of the items that have been added to her account since the incident. At the bottom of this document is a total of all items the customer has consigned with us the entire time she has consigned here and the total amount all items have been priced since the creation of her account. The third PDF shows that we did take the $30.36 out of her account, transferred it to a different account, and then added $50 to her account to fix the mistake. 
  
  If there is anything else needed please let me know! 
  Again, thank you for your assistance.
  
  Our response to the customer complaint: 
  
  When items are accepted to be sold on consignment we separate clothing and items. Clothing is sent to one station to be hung and then priced. Everything that does not get hung on hangers, which we refer to as items  is sent to a separate station where they are to be priced.
  When the customer first contacted us in October we only noted that she had items added to her account that were not hers. We were not aware that any items were missing from her account at that time and we did not document any clothing missing because the clothing from the previous day had not been processed yet. We took out the items that did not belong to her and added them to the account of the correct person to whom they belonged. It is normal for clothing to get priced and added to our computer system a day or two after it is brought in because clothing must first be hung. So, when she came in the day after consigning we did not document any missing clothing because we concluded that clothing from that day had not been priced yet which was why it was not listed on her account yet. We did not hear from the customer again until she came into the store in the middle of November.
  
  We reached out to her on October 24th via email sent by ** to confirm if everything in her account looked correct because we believed that there had been a mix-up with her account and another consignor's account. We believed that other items in the customers account belonged to someone else. However, she did not answer or respond via email. And since another customer was sure those items were theirs we went ahead and removed those items from this customers account. This resulted in a debit of $30.63 because $30.63 worth of items sold in her account that belonged to someone else.
  
  In the middle of November, the customer came into the store and said that there was clothing missing from her account. We asked her to take a look in the store and see if she saw anything that was hers so that we could try to determine where the mix-up might have happened but the customer was not agreeable to this.
  
  A team member from our consignment center tried to call again but we still did not have the correct phone number on her account. We did receive an e-mail from the customer on December 1st. It was after we received this email that we determined her actual phone number. Our consignment manager then called again and left a voicemail on December 1st and again on December 2nd with no answer and no response.
  
  On December 5th our consignment manager reached out again via e-mail and requested that the customer call her and she did call on December 6th. The consignment manager explained what had happened, apologized, and explained that the wrong phone number was on her account.
  However, during this call, the customer was extremely irritated that we had not contacted her and that we had taken credit out of her account. The consignment manager then was able to go over everything that the customer believed she was missing and the manager assured her she would get it fixed.
  
  The only money ever taken out of her account was the $30.36 because we believed those items belonged to someone else and had accidentally been added to her account.
  
  After speaking with the customer on December 5th, the manager was out on December 6th so on December 7th the consignment manager met with the district manager and they decided to credit the customer $50. That covered what was taken out of the account that we believed did not belong to her and also was meant to cover a few other items that she had noted as missing from her account.
  
  The consignment manager noted that every day that ****** consigned with us there were items and clothing processed and added to her account which made it difficult to tell where things were missing.
  
  The customer stated that the clothing and items she brought to consign had a retail value of $300. Our store prices clothing and items at about 30-50% of retail prices or less depending on the condition, style, and age of the clothing and items. Consignors are then paid 40% of what each item sells for. This would make the $50 that we credited her for the items that she had consigned with us a fair amount.
  
  The customer has been back to shop with us several times since this and has already used the credit we added to her account. 
  
  We do apologize for the mix-up. There are occasions where something is done incorrectly and a mistake is made which leads to items getting put into the wrong account. In those instances, we truly seek to work with our consignors to find their clothing and items to fix their accounts and make things right. There were no bad intentions towards this customer but simply a series of accidental miscommunications compounded by not having the correct phone number on file. 
  

  
  

  Customer Answer

  Date: 01/04/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  The statement they gave is extremely inaccurate. I called the following day to report things were missing as well as things were in my account that did not belong to me. The items that they determined were the other persons were labeled medium sweaters and were sold prior so they would have no way of knowing what belonged to someone else and what was mine, I told them I brought many womans m sweaters. I also went into the store and wrote down several times what I was missing without being contacted or told they were trying to contact me. I am very confused by the fact they are stating they had my wrong number on file, but that they had my number on file. Rather than just saying they did not try to resolve this until I was insisting it was fixed. I spoke to several store employees before becoming frustrated by the situation. I am strongly dissatisfied with this inaccurate and embellished version of what happened. With no sense of accountability to the facts of the matter. 

  Regards,
  
  *****************************

  Business Response

  Date: 01/10/2024

  We apologize for the mix-up with the customer's items and clothing and we do own that a mistake was made with this customers account. There are occasions where mistakes are made while processing consigned goods. Our team works hard to keep this from happening and has instituted several procedures and policies to keep this from happening and fix the issue if it occurs. We do seek to work with our consignors to make it right when we are made aware that a mistake was made. We do apologize that a mistake was made that led to the customer's items being misplaced. We also apologize that the phone number was not verified when the customer contacted us the first time. The number we had on file for the customer was not correct and we recognize that this mistake made contacting the customer much more difficult. Our team had no bad intentions toward this customer but unfortunately, we were not able to get in contact with her, and therefore decisions were made regarding how to settle the account. However, once our consignment manager was able to get in contact with the customer we did credit their account $50 to cover the misplaced clothing and items. Again, we apologize for the mix-up and for the miscommunication.