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PrincessNJ
February 25, 2011
Sent damaged item
I received a dress from BCBG.com and there was a black streak on the back of the sleeve. It looks to be dirt or dust. When calling BCBG.com to tell them about this, customer service told me I could return the dress and they would give me a return shipping label (so I wouldn't have to pay to have it shipped back to them). Initially they said one day and I should get my return shipping label via email. So one day goes by and nothing. I call back and then they say another 24 - 48 hours. Wait again, and still nothing. I call again and they tell me they have too many requests and they will push it through and I should have it the next day. Again, I wait and nothing. I have waited 7 days now for a shipping label for a damaged item they sent. When calling today, they told me it would take another 5 days. First of all, how do you miss a black streak on the back of a sleeve? Second, it really takes two weeks to send a shipping label via email? This is ridiculous! I have a dress sitting here that I can't return and money being tied up because of their idiotic mistake. Get with the program BCBG! Zappos.com sends you a shipping label before you even get off the phone. I will never shop at BCBG.com again!
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Bec215
January 15, 2011
Hidden "no refund" policy on sale items
I was in Macy's during the pre-New Year's sale and saw the fabulous Adrice over-the-knee boots. It was a madhouse in shoes, so I tried on the 6.5 sample, and found it was too small to pull all the way on- but really close. It was on sale, but I didn't have time to fight the crowds, so I came home and went online. Found it on sale for the same price on BCBG.com, and ordered it.
The boots arrived, and what I determined is that I have an incredibly high instep - I get my foot down to the ankle, and there's no room to slip my heel down. It took me 15 minutes with a shoehorn and a lot of muscle, and finally slipped my foot past the ankle - once in, they were super comfy and fit great - but really, who has 30 minutes to put on a pair of shoes??!?! So, back they went - or will go, except...
When I read the refund instructions, it said NO REFUND ON SALE ITEMS. Now, I understand no refund on items marked FINAL SALE, but the BCBG company HIDES THEIR POLICY to encourage you to buy. I went to their website and went through the process to buy the boots again, to make sure I didn't miss a big warning sign - nothing. There is NO MENTION of this policy in the online checkout process when buying a sale item. So as far as I am concerned, this is UNETHICAL, bordering on fraud. I called their customer service and explained to the woman that a) I could have bought these elsewhere and returned them, and I will never shop at BCBG again if they don't take them back, and b) I checked online to make sure I did not miss something and confirmed they do not advertise this policy during checkout.
I am supposed to get a call back from someone in management with a decision. Let me tell you something, this policy is unbelievable - no reputable company has a no return policy like this, let alone hides one. I want more than an apology, I want an explanation and I want them to change their business practice. They are banking on teh fact most people will not go through the hassle to fight the policy, and that's incredibly poor customer service that I'd expect from some bargain basement joint - not a 'name brand', especially one tied to a couture line.
DO NOT SUPPORT THIS COMPANY until they change their practices and make their sale policy transparent.
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