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Business Profile

Clothing

City Chic Online

This business is NOT BBB Accredited.

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Complaints

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

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    Customer Complaints Summary

    • 50 total complaints in the last 3 years.
    • 2 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/07/2023

      Type:Billing Issues
      Status:
      Answered
      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 used a gift card for a purchase but had to supplement an extra $34.74 with my credit card. When I returned two of the items (total of $34.30), I was told that I could not receive a refund to my credit card as it was not the "original payment method." When I asked for customer service to point out the exact place where this policy is stated, they sent me screenshots of policies that do not actually outline this decision. The first screenshot states "refund will be processed and a credit will be issued via the same method of original payment" and the second stated "Gift cards are non re-loadable and non redeemable for cash or credit." However, neither of these statements apply to my current situation. I was requesting a refund to my credit card, which was used in my original payment. The amount I was requesting was less than the amount I originally paid on my credit card, so there was no issue with redeeming a gift card for cash.

      Business Response

      Date: 08/08/2023

      Hi *****,

      So sorry to hear about this. We see you have an open ticket with us, we will continue the conversation through that ticket regarding your concern. 

      Thank you. 

      City Chic Online Team

    • Initial Complaint

      Date:08/01/2023

      Type:Delivery Issues
      Status:
      Answered
      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 on May 30th in the evening. I had tried to have the order shipped to me at a different address but it didn't take - and it was sent to my home address (and I was away at my daughters in ******** as she was having a baby). When I returned home, I didn't have the package - only to find out it was delivered to the neighbors house...and they brought it to me when I returned home. Inside there was a pajama that I wanted to return, but when I tried to do it online - it told me that I couldn't because it was final sale. In the interim, a second order was received and when I determined which items I wanted to return, I began the process again. Only in this second order, I was also missing an item. I began the process again to return, and once again, was told that I couldn't return from the first order - this was on June 29th. On June 30th - I called Avenue and told them about the problems I was having trying to return, and they told me that now - the issue was I was over my 30 days. I said "really - I only just received the order - and clearly you didn't SHIP the item on the 30th - as I only ordered it at 11:00pm on the 30th. In ******'s email - she said in order to be eligible item must be returned within 30 days of the order SHIP DATE.Anyway - Avenue has lost a long time customer over a $9.99 night shirt. The customer service has been horrendous - and I will spend my money elsewhere. I will donate my items and be done with Avenue !!! Too bad. That is some pretty poor customer service to lose a good paying customer over horrible customer service.

      Business Response

      Date: 08/03/2023

      Hi ********,

      We are so sorry to hear about this. Although the information provided to you is correct returns need to be made within 30 days from the order date, I see that a return exception has been escalated for you. Once the department that handles these request processes the ticket you will be notified via email. 

      Should there be anything further please let us know we are happy to help.

      Thank you

      Avenue Online Team

    • Initial Complaint

      Date:06/21/2023

      Type:Delivery Issues
      Status:
      Answered
      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 Avenue Order # *********** and received my order and I received 2 different sized shoes. I contacted Avenue and they said I would received an email within 3-5 business days with resolution. I have called them multiple times without any response they just keep giving me the runaround. I either want a refund or send me the correct shoes with the same size not 2 different sizes

      Business Response

      Date: 07/10/2023

      Hi ******,

      We are so sorry to hear this. After taking a look at your order we see that a resolution was provided to you on 6/21/2023 and was sent to your email ******************.

      Please feel free to contact us if you have do not have that record so we can provide it to you.

      Let us know if there is anything further, we are always happy to help.

      Thank you. 

      Avenue Online Team

    • Initial Complaint

      Date:06/05/2023

      Type:Delivery Issues
      Status:
      Answered
      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 292.69$ worth of dresses from City Chic online to try and find a dress for my sons wedding. Order #**********. The dresses did not fit. I was going to reorder one larger, but they do not have any left in my size. I sent all of the dresses back via *** on 5/17/23 tracking #1Z4458510399492521. It was received by the company on 5/22/23 at 10:19 AM. I am still awaiting my substantial refund. I have contacted customer service on 5/30. I received an email on 5/31 stating it has been sent to the team for review. I reached out again today 6/3 to inquire about my refund. Again, I have been told it was sent to the team. I want, and need my refund. It is a substantial amount of money for me. The company has their 3 dresses back, in perfect condition, and my almost 300$. What is my recourse here to getting my money ?

      Business Response

      Date: 07/10/2023

      Hi *****,

      We are so sorry to hear to this. We have taken a look into your communication with our customer service team and see that the resolution was provided to you on May 19,2023. It Looks since you have multiple emails being used the correspondence between us was overlooked. if you still require information that the resolution was provided on said date of May 19,2023 please let us know we are happy to help.

       

      Thank you 

      City Chic Online Team

    • Initial Complaint

      Date:05/18/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 about $150 worth of items via Happy Returns (their return process). Avenue customer service has show the returns are credited on their end (returned over 2 months ago). They keep saying they have contacted corporate to find out why I have not been credited to my credit card. I have called at least a dozen times. Each time they say the issue has been escalated to the corporate office. Two months late, no credit on my credit card and interest is added daily! They say there is not a way I can speak with corporate directly. I am beyond upset with Avenue! Im not sure what my recourse is. Ill continue to call. *** asked to speak with a manager. One is never available, but they say one will call me back within ***** hours. One has NEVER called me back. Do you know how I can resolve this issue?

      Business Response

      Date: 05/22/2023

      Hi ********-

      We are so sorry to hear about this.  We see that all your request have been sent to the finance department at corporate by a manager,  The refund has been issued on on our end as explained to you, however the issue lies with ************* since you used your Avenue Credit Card.


      Although there are no updates to provide, which looks like the manager was waiting on before contacting you, we will ask that you are contacted regardless. 

       

      Thanks you 

      Avenue Online Team 

    • Initial Complaint

      Date:05/15/2023

      Type:Product Issues
      Status:
      Answered
      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 April 5th, ****************************************** the amount of $51.37 and the money was withdrawn from my account.On April 13th, I received an email from them stating my order had been cancelled due to a technical issue and that I wouldn't be charged for the order. I responded to the email immediately, informing them that I had, in fact, been charged and asked an approximate time of when I should expect the refund back onto my original payment method.They responded on April 14th that the refund was issued on April 12th and applied to the card I used to place the order. On April 16th I replied that my bank (Cash App) said refunds can take up to 10 business days to apply to my account. After waiting the 10 business days plus some, I filed a dispute regarding the transaction with Cash App on April 30th. On Wednesday May 3rd, I reached out to Avenue to reconfirm once again that the refund was issued by them and explained that Cash App required me to file a dispute. On Thursday May 4th, I received an email from from Cash App stating my dispute had been denied. I immediately opened another dispute case.On May 8th, I received a response from Avenue stating that I was never charged for my order and they never received any funds. They requested documentation showing the transaction and funds being withdrawn from my account. I provided multiple documents. They responded, asking me to confirm with Cash App that the funds were sent. I reached out to Cash App and they confirmed that the funds were sent and referred me to my issued monthly statement. I then provided a copy of the monthly statement to Avenue and have yet to receive a response.

      Business Response

      Date: 06/12/2023

      Hi *******,

      We are so sorry to hear about this. After taking a look we see that an email was set updating you on this. Should your issue be resolved we ask that you close your complaint here. If you still require further information please let us know. 

       

      Thanks

      Avenue Online Team

      Business Response

      Date: 06/13/2023

      Hi *******,

      We are so sorry to hear about this. After taking a look we see that an email was set updating you on this. Should your issue be resolved we ask that you close your complaint here. If you still require further information please let us know. 

       

      Thanks

      Avenue Online Team

    • Initial Complaint

      Date:05/12/2023

      Type:Delivery Issues
      Status:
      Answered
      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 Several weeks ago. Still nothing but was charged anyway. Terrible customer service. Items haven't shipped.

      Business Response

      Date: 05/22/2023

      Hi ****,

      After looking into your concern, we see that a solution was provided to you on 4/19/2023- on your ticket ******* for order *********** 

      Please let us now if you need anything else we are happy to help.

      Thank you 

      Avenue Online Team 

    • Initial Complaint

      Date:05/08/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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 called several times spoke with ************* the holder of the credit card and Avenue and they keep telling me Corp has to handle and they don't know when this will be resolved. Corp is in ********* and they have no phone number or email to contact them. I have been waiting for this refund since 3/2/23. They keep adding finance charges, never answering my questions, and hanging up on me. I have never been so annoyed with a company. I am getting the worse runaround. How many people have they done this too? I have attached all files, cancelled the credit card, placed it in dispute and still no satisfaction. I just want my ***** dollars credited to the account and finance charges and I'll clean up the rest.

      Business Response

      Date: 05/09/2023

      Hi *******,

      We are so sorry to hear about this. We reached out and see that this is being handled by **************** who has escalated it directly to the correct department within Comenity to get this resolved as quickly as it can be for you. 

      Again, we offer all our apologies to you for this inconvenience. As soon as further details are provided you will be advised. 

      Thank you

      Avenue Online Team

      Customer Answer

      Date: 05/09/2023

      I am rejecting this response because:     I sent all the attachments, but this one from *************; who works for the avenue.  He gave me this reference number and told me that it has been escalated,  that was 4 weeks ago.  No one gets back to you or resolves the issue.  The owe me money.  reference number 2281761.  

      Business Response

      Date: 06/12/2023

      Hi *******- 

      Again we are so sorry for this. We do see that you attached a credit memo from us. this shows that its been processed on on our end and its been submitted to comentiy. 

       

      Thank you 

      Avenue Online Team

       

      Customer Answer

      Date: 06/16/2023

      I am rejecting this response because:   Still no credit to the Avenue charge.  The avenue says they submitted but nothing has been done.  Still shows a balance.   This is going on since March 3rd.  

      Business Response

      Date: 02/19/2024

      Hi *******,

      I'm so sorry for the delayed response and the experience that you've had with this return. I've looked in to your case and can see that your refund has been confirmed as processed by the Avenue Credit Card Company.

      If you have any further queries or concerns please do not hesitate to contact our ************* Team *****************************************************

      Kind Regards,

      Avenue Team

      Customer Answer

      Date: 02/20/2024

      I have reviewed the business response and accept this resolution.   Yes they finally after many months clear my account,with my return credit.  Thank you for all your help.

    • Initial Complaint

      Date:03/07/2023

      Type:Product Issues
      Status:
      Answered
      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 2 separate orders to Avenue in June 2022 ... made returns within the return window at Happy Returns on June 30th. Have made multiple phone calls and sent multiple emails to the company. They acknowledge the returns but blame the credit card for not making the credit ... before you know it it will be June 2023! I called the Avenue credit card and filled a claim with them. Still nothing. How is this company still in business at all? Very frustrating!!! 9 months and still no credit! How do they get away with this?

      Business Response

      Date: 02/19/2024

      Hi *******,

      I'm so sorry for the delayed response and the experience that you've had with your return. I've looked in to your case and can see that the refund with the Avenue Credit Card has been resolved.

      If you have any further queries or concerns please do not hesitate to reach out to our ************* Team *****************************************************

      Kind Regards,

      Avenue Team

    • Initial Complaint

      Date:11/07/2022

      Type:Product Issues
      Status:
      Answered
      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.
      Placed a refund with Avenue via their Happy Paths return option, per the website, it states that the refund will be applied to your account within 24 hours, since that date I have not received any refund for the return. I have contacted both the credit card company and Avenue several times and have been told that they are aware of an issue but no resolution has been made, I have asked several times for an email to outline what the issue that they are facing with the credit card company in getting the refund post but have not received anything from the company, I have a current case number opened (*******), it has been 3 months since the return and I have not received any resolution to this.

      I have asked to have this escalated and the refund posted along with credit for the amount of finance charges that I have been accumulating against this amount. I am not getting any positive answers from the company and continue to get the run around on when this may be resolved.

      Business Response

      Date: 02/08/2023

      Business Response /* (1000, 5, 2022/11/18) */
      Hi *******,

      We are terribly sorry to hear about this.

      After taking a deeper look into your concern I can see that its been escalated to the financial department on Wednesday 11/16 and a response from them is what we are waiting on. You should be receiving feedback shortly. We will monitor it and advise to you as well.

      Again all apologies for any inconvenience

      Thanks
      Avenue Online Team

    City Chic Online is NOT a BBB Accredited Business.

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