ComplaintsforCharlotte Russe Inc

• Initial Complaint

  04/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I made a purchase at Charlotte Russe on Saturday (April 13, 2024). It was my first time shopping at that store in the Mall in Comlumbia (********, **). I went back on Sunday (April, 14, 2024) to return a dress I purchased because I needed it to be longer and requested a refund back on the card I used. I was told that I could not return the dress but could only do an exchange or get a store credit even with a receipt. I told the cashier I had the receipt and she said that was their policy. I was not aware of the policy since it was my first time ever shopping at this store and the previous cashier did not say anything about the policy. If I was told this information from the beginning I would have been able to make a more informed decision. The cashier was rude. I said I would never shop in that store again and she said that she didnt care. I asked for her name and she said she didnt have to tell me. I then asked for a manager and she stated that she was the manager and that I could come back and speak to someone else. With that attitude and horrible customer service from a manager I will never shop at a Charlotte Russe Store. Customers should be told about the exchange/store credit policy before making a purchase. I am very disappointed in how I was treated by a manager especially with my children with me. The manager worked on Sunday (April 14, 2024) and had bright pink hair.

  Business response

  04/16/2024

  We are sorry to hear about this and will have our District Manager reach out to ************** as soon as possible to resolve the concern.  

• Initial Complaint

  01/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  During my purchase in Charlotte Russe today, I was verbally assaulted, and almost physically attacked by one of the store employee, associates friends who were not even employees of the store. The Two male friends that were hanging out by the check out line. The store manager was there the entire time, and did not de-escalate the situation. This was in front of my two minor young children. I was called a *****, and to shut the * up. The male individual came charging towards me and I was very fearful.

  Business response

  01/18/2024

  Customer was contacted and the issue was resolved to their satisfaction. 

• Initial Complaint

  10/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  06- ****** this order I didnt receive it and it was covered by route package. But when I contacted route I was told I cant file the claim until certain period. Id like full refund to be issued for the missing package

  Business response

  10/23/2023

  Hello BBB team,

  Please note that the Route team requires 2-3 business days after an order is delivery to open an investigation, due to that *** delivery may be delayed and marked as delivered.

  The order was delivered on Friday, October 20 at 11:18 A.M. (1 business day ago)  but if it is a delay it will be delivery tonight. 

  Any how since the customer was very upset we issued a full refund for her this morning even if she may still get the package tonight.

  Thank you for your time.

  Regards,

  ******

  Charlotte Russe 

• Initial Complaint

  09/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was in the store making a purchase and used my credit card to pay for my purchase. Previous to being rung out the sales associate changed the paper in the credit card machine, but didn't properly do it as the paper "receipt" did not print when I ran my card. The associate stated the card did not go through to which I said are you sure, I got the message "approved - remove card", and she goes nope it didn't go through run it again. Hesitantly I did and proceeded to ask, what am I to do if I get double charged? Sales associate ignored me. I asked again because I knew my card had went through and once again I was completely ignored. I took my receipts and left with my purchase. I checked my bank account and low and behold I was charged TWICE for the items. I called the #'s listed on the receipt which are a joke because neither of them work. I emailed and have been getting the run around stating "we'll look into this" which we all know means I am ***. I want my money back. And you can guarantee I will NEVER shop at this store again.

  Business response

  09/20/2023

  Hello,

  The customer emailed ** on 9/11/2023 and the issue was resolved on 9/13/2023. We have confirmed that the refund was posted to her card on 9/19/2023.  Our apologies for any inconvenience this may have caused. 
  
  

• Initial Complaint

  09/01/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Sent me dirty clothing - tags attached and won't answer emails. I emailed them the day I received and opened the order. Will NEVER order from them again! Pants had cury blonde hairs stuck to it. They have a number that doesn't work at all. Horrible business practices!Order # (06-701089). I just want my refund. If sent several emails with pictures attached. I'm not paying a return fee, because they sent me unsanitary clothing.

  Business response

  09/05/2023

  Hello,

  Customer had contacted us on 8/30/2023 we had requested pictures and assisted customer in a timely manner.

  Customer kept the items and was refunded 50% for the "damaged" items received today 9/5/2023.

  Thank you,

  Customer response

  09/05/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. - The business did refund as promised. Thank you!
  
  Regards,
  
  *****************************
  
   
  

• Initial Complaint

  08/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went into Charlotte Russe (************** in ****************, **) and purchased a $50 gift card for my daughter on December 15, ********************************** ****. The payment posted on December 16, 2022. My daughter and I went into the store to redeem the gift card ending in ****) and were told there was a zero balance on the card. The card was never used. I was told to contact the corporate office, which I did. I sent them an email asking them specifically when was this card supposedly used, where and what was purchased, and was told someone would look into it and get back to me. I haven't heard anything as of yet. They charged my credit card $50 but did not add the $50 to the gift card. I cannot speak with anyone on the phone. The company website does not list a phone number and the phone number listed here is a non-working number for the company. I have completely lost trust with this company and plan to never shop there again. I will add a picture of the gift card and my credit card statement proving the charge.

  Business response

  08/17/2023

  This issue has been resolved.

• Initial Complaint

  05/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  5/7/2023 current date4/29/2023 purchase dateIve never shopped at this store before, I was in and out of the store within five minutes just picked up two dresses and some jewelry that caught my eye. I made small talk with the cashier, saying wow its so hot in here. She said yeah it is. I then said Im just gonna try these on at home because it is so hot in here. I feel sorry for you making polite Smalltalk. She never informed me that purchases are not refundable. In-store credit only and I found this out when I looked at my receipt today because neither one of my dresses fit. I looked on the website could not find any further help. And when I called and spoke with the manager this morning, she had an attitude Completely unprofessional demeanor about that it is my job to know the route the stores return policy and said it was all over the store which is not true. I took pictures of the windows that she said that they were and they were not. She also said it was at the register , and it was on my receipt, so I have no excuse. Being very rude to me. Im completely astonished at the unprofessional and lack of customer service that they carry in. It seems very shady that they will not whatsoever except return. If anything, when I was having conversation with the cashier And also had noted to say that the store was cute and I had never shopped here before that she would let me know about the return policy I got set up and now Im out 60 bucks they offered me in-store credit but I dont ever even shop there. I got a dress and a large and extra-large because I did not wanna try it on because the store was hot and I cannot wear either one of them very shady business that they are dealing with and the phone number that they have online on all the different websites does not work thats another red flag. I am so I read that I got taken advantage of this way.

  Business response

  05/10/2023

  Our *************************** will be contacting the customer and arranging for a refund.

• Initial Complaint

  10/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On October 11 2022 I went to Charlotte Russe and bought something for $27.26 it went through and all was well THEN on October 22 2022 it gave me the same amount of money back And then again today on October 28 2022 it took the same amount the money away at 11 pm at night why does it keep doing this its taking money from my check I just want my money back

• Initial Complaint

  08/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a cart of clothes yesterday from Charlotte Ruse, I was sent a confirmation email and everything. I checked today and my order was canceled for no reason, I paid in full price. Why was my order canceled when i spent almost 80 dollars on clothes? They can either deliver all the clothes i bought or either give me a complete refund of the 80 dollars i just wasted.

  Business response

  08/09/2022

  Hello team, please note that our system will cancel and order as fraudulent if the billing address do not match the bank information, for customers protection the orders are cancelled.

  This was case with Kimora ***. Please note that she has now place a new order and it is already in transit.

  Thank you for your attention in this matter.

   

  Best,

   

  ******

  Customer Service Manager 

• Initial Complaint

  07/17/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought six pieces of clothing total at Charollette Russee.... and the other three I did not want anymore as they did not fit well. The store I went to in the mall the fitting rooms were closed so I could not try anything on.... When I went to check out I was never told nor did I see signs anywhere that once I paid for the clothes I would never get my money back. I never shop here and the last time I did was years ago... So I went to a different location to return and the lady was rude which made the situation way worse...I said I wanted to return my three tops and she said we only do exchanges and store credit. Excuse me? How terrible of a company is this?! I got back about $17 she explained to me how it's a ******** company and customers complained money was sent too slow in their bank accounts for a refund. That is very suspicious and not a reputable business. I want my money back as I do not wish to purchase from here anymore a company that does not value their customers and scams them!!

  Business response

  07/18/2022

  Good morning ***********,

  Could you please contact us at ****************************************** and we will happily authorize a refund.  If you can include a screenshot of the original receipt that would assist us in follow up training with the store. Thank you

*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. ↩