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Business Profile

Clothing

City Chic Online

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Clothing.

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: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.
      I purchased clothing from the Avenue in July. One of the blouses I ordered in a size 18 was too small, so I returned it and ordered a size 20, along with other items in August. I received an email from the Avenue that my package was shipped on September 8, 2022. At that time there was a return policy of 90 days. In trying on the clothes, all of them are smaller than normal. I have not gained weight. I attempted to return the clothing within the time frame I thought was allotted, only to discover that the policy changed to just 30 days. While it may be at the Avenue's discretion to change their policy, I believe they changed the policy because they were receiving many returns, as now they have outsourced their production and all of their clothing is now made in ***** instead of *******. ***** is making the clothes smaller. I spent $139 and now I'm being forced to ************* I am not able to wear. As I stated above, I sent back one blouse that I ordered in a size 18 because it didn't fit and reordered a size larger that also didn't fit. It's NOT me. I desire a FULL refund of my purchase. Since they have outsourced their production, I will no longer be able to purchase from The Avenue. Please respond to my concerns. Thank You for your time.

      Business Response

      Date: 02/19/2024

      Hi ******,

      I'm so sorry for the delayed response and the experience that you had with your return. If this has not yet been resolved please respond confirming your order number and any further details so we can further investigate.

      Kind Regards,

      Avenue Team

    • Initial Complaint

      Date:10/13/2022

      Type:Delivery 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 purchased two items from Avenue clothing online I paid with my bank card .now I am trying to track the items it cannot be found avenue clothing chat agent's told me on different chat that we cannot track your items. They are not responsible to track my items.what is wrong with AMERICA '''' WE ARE THE PEOPLE. we have rights .I WANT AN INSTANT RESPOND WHAT HAPOENED TO MY ITEMS.

      Business Response

      Date: 02/19/2024

      Hi ****,

      I'm so sorry for the delayed response and for the experience that you've had with this purchase! I've reviewed your previous interactions with our team and can see that this has now been resolved.

      Please do not hesitate to reach out to our ************* Team via email ***************************** if you have any further queries or concerns.

      Kind Regards,

      Avenue Team

      Customer Answer

      Date: 02/20/2024

      I have reviewed the business response and accept this resolution. 

    • Initial Complaint

      Date:09/29/2022

      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.
      Ordered an item online 09/15/2022.Was sent the wrong item that is cheaper. Contacted customer service. Informed that I could return the item and pay $5.95 for the return. I stated this is not satisfactory since this was a Avenue.com error and I should not have to pay to ship back an item I did not order and was charged for a higher item I did not receive. CS Agent ****** said she could not send me a pre-paid label. Then asked for photos of the dress I was sent and the invoice. I sent the photos. She apologized and said she would have this issue investigated and would get back to me in 48 hrs. Received an email from CS ****** offering to send me the original dress I ordered or if not in stock, a gift card. I do not want either. I want a pre-paid return label sent to me so I can return the incorrect item sent back to Avenue.com and get my refund for the dress I paid for and did not receive. This is all I have wanted and Avenue.com has made this a very unfriendly, labor intensive experience. Attached is the email chat conversation with Avenue.com and the photos that I was asked to send for proof.

      Business Response

      Date: 02/19/2024

      Hi *******,

      I'm so sorry for the delayed response and for the experience that you've had with this purchase. We have taken on your feedback to ensure that this does not happen again in future.

      I've looked in to your case and can see that we have since refunded the missing item and your shipping costs.

       Please do not hesitate to reach out to our ************* Team ***************************** if you have any further queries or concerns.

      Kind Regards,

      Avenue Team

    • Initial Complaint

      Date:08/20/2022

      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.
      I returned some items I purchased at a drop off the company designated on 07/01/22. I have an email confirmation of the return and the refund I would be receiving. Several weeks later, I received a statement stating I owed for the amount of the items I returned plus interest. I placed 3 calls, two to Avenue, one to Commenity (the credit card company Avenue uses) plus sent 3 emails and have yet to receive any resolution. Each company blames each other as to why no refund/credit has been applied to my account. I had to pay the balance plus the interest so that it would not show as a past due payment and affect my credit. Whenever I use this account I always pay off the balance in full. It is unacceptable that a month and half later, I am still not able to get this resolved and no one is helping at either place. The email replies advise me to call, which I've done, yet no one can assist. I would like a full refund plus the interest credited to the account and a check sent to me since the account will have a credit for a total of $77.80.

      Business Response

      Date: 11/10/2022

      Business Response /* (1000, 7, 2022/09/06) */
      Hi *****-

      We are so sorry to hear about this. We have looked into your order with XXXXXXXXXXX and see that a customer service representative has been in contact with you on this. Communication will remain through our ticketing system. Keep an eye for an update.

      Thank you
      Avenue Online Team


      Consumer Response /* (3000, 9, 2022/09/07) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      On 08/29/22, I received a response stating they would be issuing a refund to my bank account within 72 hours. On 09/03/22 I sent Avenue a reply email stating I still had not received a refund nor a credit to my account. As a matter of fact, they charged my account another $2 interest charge when I had no balance. I had already paid off the balance I did not owe. I have yet to hear back. Again, I will have to pay a $2 interest charge for something I do not owe. I do not carry any debt with any creditors, yet two months later I'm still paying for something I should have received credit. The above email from Avenue that appears to be dated 09/06/22, was not sent to me. I did not receive this email. It is not in my junk nor did I accidentally delete it. I've checked all my email boxes. But they sure do send me tons of telemarketing offers all day long. This doesn't seem like it's going to get resolved and I will never receive a refund and i will just keep getting charged a $2 interest fee every month.

    • Initial Complaint

      Date:08/02/2022

      Type:Product 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.
      This was a replacement order I placed. I originally placed an order over a month ago and after 2weeks never got order even though I got email stating it had shipped. In fact it never left warehouse. They did refund me after 2 weeks of me demanding a refund. I reordered items and when I did get this order 3 items were missing. I contacted them and sent pictures of items I received and the shipping package. Now they are refusing to refund me for the 3 items that were missing. This is getting ridiculous!! The customer service reps are rude. I keep getting runaround and just want a refund for the items I didn't get.
      Order # XXXXXXXXXXX
      Refund amount $65.04

      Business Response

      Date: 10/19/2022

      Business Response /* (1000, 10, 2022/09/06) */
      Hi *****,

      We are so sorry to hear about this. We have looked at your order XXXXXXXXXXX and it does not have funds to be refunded on it. If you need memos for your records we will be more than happy to send those over to you through our ticketing system.

      Thank you
      Avenue Online Team


      Consumer Response /* (2000, 12, 2022/09/07) */
      (The consumer indicated he/she ACCEPTED the response from the business.)
      I have resolved the issue with Avenue. Would like case closed.

    • Initial Complaint

      Date:08/01/2022

      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.
      The order was placed 06/19/2022, the order was suppose to arrive 06/25/2022 by DHL but never did. I chatted numerous times and called with no solution. I contacted them and now they are telling me the package was delivered 07/11/2022. I informed them that I did not get the package, I am looking to get a refund asap. It's been over a month and they are refusing to give me a refund and are telling me that I am liable for the package even though I didn't receive it in my possession. 08/01/2022 I chatted with Bella and shes telling me that the supervisor Avery is offering me a gift card for the whole amount. I do not want a gift card because I will not be purchasing from this place again. I have never dealt with a company that makes you responsible for lost items from their carrier. Refund me asap to the card I made payment with.

      Business Response

      Date: 09/12/2022

      Business Response /* (1000, 5, 2022/08/04) */
      Hi *****-

      we are so sorry to hear this- I have pulled up your tickets with us there are quite a few so please reference ******** where there has been a solution provided to you.

      If you require further assistance please respond to the ticket provided above.

      Thank you
      Avenue Online Team

    City Chic Online is NOT a BBB Accredited Business.

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