ComplaintsforClaire's Accessories

• Initial Complaint

  10/26/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order for my daughter for her birthday but the shipping address was incorrect. I immediately emailed them twice and requested that they change the address to the correct one. Two days later I received an email stating that the order was shipped out to the wrong address anyway. I contacted the shipping carrier and they let me know that they did not have the package yet and only a label was created. I then called Claire's customer service number and they refused to change the shipping address, refused to make a new label with correct information, refused to reroute the package, refused a refund, and refused to send out a duplicate package to the correct shipping address. This was the absolute worst online shopping experience that I've ever had and it has also ruined my little girl's birthday.

  Business response

  10/28/2024

  Hello *****, 

  We apologize for the inconvenience.

  We did receive the emails from you asking to update the shipping address. 

  Unfortunately, as stated in our FAQ's - "Once your order is submitted, we begin processing it immediately. During this time we cannot add or remove items, or otherwise modify or cancel your order."

  **************************************************

  We can also see that there was a note placed on the order advising to wait 48 hours after the order shows delivered, that we would offer a refund as an appeasement. 

  The order is due to be delivered by the carrier today 10/28/24 by 7:00pm. 

  Also, reference our FAQ's regarding our policy for refunds due to an incorrect address. 

  "We are not responsible for shipments sent to an incorrect or previous address or orders shipped to a ******************* Please call our customer support team at ************** to help resolve the issue."

  Thank you, 

  Claire's Team

  Customer response

  10/30/2024

   
  Complaint: 22476544
  
  I am rejecting this response because I still have not received what I paid for to the correct address
  
  Sincerely,
  
  ***** ****

  Business response

  10/30/2024

  Hello *****, 

  We apologize for the inconvenience. 

  The tracking number shows that it was delivered to the address that was on the order. 

  We have issued a full refund to the original payment method.

  You may place another order with the correct shipping address.

  Please note one of the items is currently out of stock. 

  Thank you, 

  Claire's Team

  Customer response

  10/30/2024

   
  Complaint: 22476544
  
  I am rejecting this response because I do not live at the address the order was delivered to and I immediately requested that the address be corrected before the order was even shipped out. This order contained birthday gifts for my daughter and I also let customer service representative **** know that and she refused to make the correction to the address. This is a major disappointment and inconvenience to me and my daughter. I am requesting the order be sent out to the correct address as I begged for in the beginning for my daughter's birthday. 
  
  Sincerely,
  
  ***** ****

  Business response

  10/31/2024

  Hello *****, 

  We have issued you a full refund for the order since the order was delivered to the another address that was provided on the order.

  Once the order is placed we do not have the capability to change or modify the order as stated in our FAQ's on the website. 

  If you would like you can place another order. 

  As stated previously one of the items that was ordered is currently out of stock. 

  Once again we apologize for the inconvenience. 

  Thank you, 

  Claire's Team

• Initial Complaint

  10/14/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On 10/8/24 I received an email notification that my pickup order was ready at ***********************. I purchased a Strawberry Backpack during the $10 bag clearance sale. The following day, Hurricane ****** passed through and impacted the local Claire's store at the mall where my pickup order is. I called customer service and informed them of the issue and still receiving notification reminders to pick up the item even though the store is closed for repair. They said they'll deliver it to me but I must now pay full price, $34.99, and they would not honor the price that I ALREADY purchased it for, which was $10 plus coupon discount so $7.75. I have the receipt to prove it. They continued to insist that I "go to my local Claire's to repurchase the bag, but it would be at the store location's discretion to honor the price adjustment." Once again, my local store is CLOSED UNTIL FURTHER NOTICE FOR HURRICANE REPAIRS. This is disgusting, inconsiderate behavior. You are telling me to pay you extra money for something I already bought and have not yet received. It would literally cost you nothing to ship the bag at no additional cost especially considering I am at the TOP TIER of your USELESS REWARDS PROGRAM. That means I've already given you over $100. Yet, you won't ship a backpack for $10 with free shipping to me after I've been impacted by a dam* hurricane. You have no sympathy or consideration for your customers. Why bother with a program when you choose to treat ALL your paying customers dismissively, then wonder why we post on social media to warn others why they shouldn't shop with you either. Send my bag that I PURCHASED and stop trying to blame your customers for what is YOUR FAULT and fully within YOUR actions. Otherwise, I demand a full refund of my entire remaining shipment order that I wish to return since I have not opened any items and I will no longer shop with you. I should not have to pay return shipping cost due to circumstances and extreme inconvenience.

  Business response

  10/15/2024

  Hello Jordan, 

   

  We apologize for the inconvenience and glad that you are safe. 

  Our records show that the order was picked up on 10/14/24 at the store. 

  Please let us know if you have any other questions. 

  Thank you, 

  Claire's Team

  Customer response

  10/16/2024

   
  Complaint: 22419887
  
  I am rejecting this response because:

  Let me get this straight - you were expecting ME to pay you MORE MONEY ($36) to ship out a backpack priced at $10 during clearance which is when I BOUGHT it, and then I'm supposed to trust YOU to properly refund me to the amount that I was supposed to pay after discounts ($8.00)? And you call that proper customer service? You must be out your rabid mind. Be serious. Hea**er Pe**ie, you make absolutely no sense and have zero logic to your thinking. You should not be working anywhere near communicating with customers.
  I had to take it further upon myself to contact the store again since your support was useless in accurately informing me whether or not the store may be open again this week, and I made the trip at the last minute the same day after I posted this complaint when they decided to open. You STILL haven't issued me my 50 points that I'm entitled to for making an entirely new, ADDITIONAL purchase in-store this same day, as per YOUR policy. +50 PER PURCHASE. In fact, my email has yet to be responded to, yet you'll respond in no time on here. Once again, I have the receipts to prove it and you ignored my very polite email inquiry regarding the discrepancy. 50 points still have not been added to my rewards account associated with my email. 
  
  Sincerely,
  
  Jordan Campos

  Business response

  10/16/2024

  Hello Jordan, 

  Thank you for your response. 

  As stated before the order was picked up from the store location on 10/14/24. Therefore, you received the item at the price you originally paid.

  The 50 points for your in store purchase have been added to your Loyalty account. 

  This matter is considered resolved. 

  Thank you, 

  Claire's Team

  Customer response

  10/16/2024

   
  Complaint: 22419887
  
  I am rejecting this response because:

  I decide when the matter is closed. I am the paying customer. As per MY previous message, I have already clearly stated that I picked up my order 10/14/24 for the price I purchased originally. You wasted your time to passive aggressively reinforce exactly what I've already stated for YOUR records factually, in reply to your poor initial response already lacking helpfulness. While I accept the points as I am due per your policy, your business practice is deplorable, unorganized and unprofessional in several ways worth mentioning. This is not the first time I've been treated dismissively by your company when I have been polite in every phonecall and in-store transaction.

  You have access to every camera and phone call to hear and even see for yourself how kindly and NORMAL I have interacted your associates, until filing this complaint. I am now beyond patience and understandably displeased with your attitude and treatment towards me and how you have decided to handle this incident to increasing frustration. I will not accept impolite nor passive aggressive treatment from your brand as your response to several requests for reasonable accomodation, without acknowledgment or apology from someone well-informed of this matter. Thank you.

  
  Sincerely,
  
  Jordan Campos

  Business response

  10/17/2024

  Thank you for your feedback. 

  As stated previously we apologized for the inconvenience due to the store being closed due to the hurricane. 

  We offered to appease the situation by shipping the item to your home with free shipping, and refunding the difference of the price of the item to match the price that you originally paid.  

  You declined the offer. 

  The order has been picked up at the store and the points have been added to your account for the same day in store purchase.

  We apologize again for the inconvenience that this has caused. 

  This matter has been resolved and thank you for being a customer of Claire's. 

  Thank you, 

  Claire's Team

  Customer response

  10/17/2024

   
  Better Business Bureau:

  As you should be. Serves you right. I handled everything myself. 
  
  I have reviewed the response made by the business in reference to complaint ID 22419887, and find that this resolution is minimally satisfactory to me.
  
  Sincerely,
  
  Jordan Campos

• Initial Complaint

  09/23/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  My husband and I visited Claire's today with our daughters to look around9/20/24 around 7:30 PM. My husband's service animal was also with us. The store worker ****, who was working the register, humiliated us. She loudly asked us to leave because of our dog. I kindly explained to her that she was a service animal. **** ( who also refused to give me her position) asked the entire store full of shopping customers if I could tell her WHY and WHAT our medical needs were to have the service animal. I then explained to her that it was a complete violation of our rights, and we in no way need to explain to her why or what the disability was. Another worker tried to stop **** from asking such questions, but **** refused. She naively told her coworker that she had the right to ask. She continued to say that she had every right to request and demand that I tell her otherwise; she would refuse service. I told her that my husband was an Armed Forces veteran and that I would contact her corporate office. She laughed in my face. This is a disgrace. WHAT AN ABSOLUTE DISGRACE. MY HUSBAND IS AN AIRBORN VETERAN WHO FOUGHT IN WAR ON THE ***** LINES. REGARDLESS, EDUCATE YOUR STAFF ON THIS SO YOU DON'T HAVE A LAWSUIT. I WANT YOUR WORKER **** TO CALL ME PERSONALLY TO APOLOGIZE. I would also like someone to thank a coworker for her bravery in saving her friend **** from digging herself in deep. My husband, who is 100% disabled, was embarrassed by your disgusting, uneducated young employee. Please have her check our service animal ID number #********. She registered in all 50 states. Also, please let her know she is very welcome to have such a privileged life because of people like my husband. AND FOR THE LOVE OF GOD, let her know the consequences of violating *** ****.

  Business response

  09/23/2024

  Dear ****,

  We are sincerely sorry to hear about your experience. To help us better address your concerns, we kindly ask that you share the Claire's location this incident occurred with us.

  This will help us investigate the matter thoroughly and provide you with a resolution.

   

  Sincerely,

  Claire's Accessories

  Customer response

  09/23/2024

   
  Complaint: 22317110
  
  I am rejecting this response because: I need to provide the location.  ********************************************** (La Centerra) ************

  Employees name is Tori 
  
  Sincerely,
  
  **** *****

  Business response

  09/23/2024

  Dear ****,

  Thank you for providing this information!

  We have notified our Field team, and we have requested that they reach out to you directly to discuss this experience further with you. The field team is directly responsible for our stores performance.

  Please expect a call within the next 48 hours.

  We once again apologize for the experience you had at our location.

   

  Sincerely,

  Claire's Accessories

• Initial Complaint

  09/16/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I went into the Claires in ************** on 9/6 and got my third lobe piercing. Ive since been in contact with the store because the piercing is very uneven from the other side!! They told me to take it out and come get it pierced over after 24 hours which is scary advice because no other reputable piercer would do that. I am seeking a partial or full refund due to the piercing being uneven. And no Im not going to the store to take the earrings in while my ear is healing. I have photos of the uneven piercing and would just like a partial or full refund on my card used in store due to that. Thanks. 

  Business response

  09/17/2024

  Dear *******,

  We are truly sorry to hear about your piercing experience and understand how frustrating this must be for you.
  
  To assist you better, we kindly ask that you send us a copy of your in-store receipt along with clear photos that show the issue with the piercing. Once we have this information, we can review it and consider approving a refund for you. Please note, however, that you will be required to return the earrings and solution to receive the refund. We will not be able to process the refund without the merchandise returned to ***
  
  Thank you for bringing this to our attention. We look forward to resolving this for you as quickly as possible.
  
  
  Best regards,

  Claire's Tier II Support Team

  Customer response

  09/18/2024

   
  Complaint: 22293094
  
  I am rejecting this response because:

   

  I am requesting a refund due to the piercings being at risk of merging and I had to remove one. Ill have to get it done at a later date by a real professional. I am attaching photos of how uneven they were along with proof I removed it. I dont have the receipt so Im attaching a screenshot of my bank. Ill be also filing a dispute with my bank. Thanks. 
  
  Sincerely,
  
  QH

  Business response

  09/18/2024

  Dear *******,

  Thank you for reaching out and providing additional information regarding your recent piercing experience. We are sorry to hear about the issues you encountered and appreciate you bringing this to our attention.
  

  Since you have indicated that you are filing a dispute with your bank regarding this charge, we are unable to proceed with a refund at this time. Processing a refund on our end while a dispute is ongoing could result in two credits being issued for the same transaction, which would not align with standard financial procedures.
  

  Once your financial institution has completed their investigation and resolved the matter, if there are any further concerns or issues, please feel free to reach out to us.
  

  We understand your frustration, and while we regret that your experience did not meet expectations, we hope this situation will be resolved promptly.
  

  Thank you for your understanding, and we are here to assist if you need any further clarification.
  

   

  Best regards,

  Claire's Tier II Support Team

  Customer response

  09/19/2024

   
  Complaint: 22293094
  
  I am rejecting this response because:

  My bank has denied my dispute so now I need yall to refund my money before I blast yall on TikTok and everywhere else on the internet. I have proof that I took the piercing out and proof that it was so close to my other piercing that they were at risk of merging  thats shady business on yall part because yall dont train yall people  

  
  Sincerely,
  
  QH

  Business response

  09/20/2024

  Dear *******,

  Thank you for providing the photo of your bank denying the dispute; we appreciate you sharing that with us.

  However, we have not yet received the photos showing the issue with your piercing or a copy of the receipt, as we requested in our previous messages. In order to review the situation further and consider available options for you, we must receive this documentation.
  

  Once we have that information, we can move forward in determining how best to assist you.
  

  Thank you for your cooperation, and we look forward to hearing from you soon.
  

   

  Best regards,

  Claire's Tier II Support

  Customer response

  09/20/2024

   
  Complaint: 22293094
  
  I am rejecting this response because:

  I attached a photo of the piercing that I removed. Along with the photos that you can compare showing one being to close to the second piercing. If youre having issues viewing them please provide me with a email address to send them to. The back was almost intersecting the second lobe so they wouldve been at risk of merging  as previously I didnt get a receipt. It was done at the *********** location you can search my name in the records. I will be escalating this to the appropriate public health department if not rectified because your employees arent even trained properly  

  
  Sincerely,
  
  QH

  Business response

  09/20/2024

  Dear *******,

  Thank you for sending the information, and once again, we sincerely apologize for your piercing experience.

  We have approved a refund for the services you received on 9/5/24. To receive your refund, you will need to return to the *********** store, as we are unable to process credits or refunds from the corporate office at this time.
  

  Please remember to bring your receipt (we have attached it to this message), earrings, and aftercare solution with you, as the store will not be able to process the refund without these items being present. We have notified the store, and they will be expecting you within the next 7 days.
  

  Thank you for your understanding, and we hope this resolves the matter for you.
  

   

  Best regards,

  Tier II Support

  Customer response

  09/20/2024

   
  Complaint: 22293094
  
  I am rejecting this response because:

  I am not located in that city I was only there for the weekend so I got it done while I was there. Am I able to go to the ***********, Fl store or am I able to just get a gift card to purchase some earrings or something  

  
  Sincerely,
  
  QH

  Business response

  09/20/2024

  Dear *******,

  We can certainly arrange to process the refund at a different location. We have several stores in ***********, which location specifically would you like to visit?

   

  Warm Regards,

  Claire's Tier II Support

  Customer response

  09/20/2024

   
  Complaint: 22293094
  
  I am rejecting this response because:

  I can go to the following location tomorrow:

  *******************
  ***********, **
  32301

  Sincerely,
  
  QH

  Business response

  09/20/2024

  Dear *******,

  Thank you for sending that information.

  We have notified your desired location in ***********, and they will be expecting you within the next 7 days.
  
  Please remember to bring the receipt we provided you, earrings, and aftercare solution with you, as the store will not be able to process the refund without these items being present. 

  Thank you for your understanding, and we hope this resolves the matter for you.
  
  
  Best regards,
  Claire's Tier II Support

• Initial Complaint

  09/12/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On September 6 I came to your Northridge location at ***************** at 345pm I encountered a female manager when she typed in my cell phone number she said "we don't have that number as an account" I went to the app and showed her my information and she basically said "oh I found it" like she was trying to make an excuse I really don't appreciate this kind of service especially from a manager I don't come to this location due to the fact that I live in ******** I would like some kind of compensation due to this kind of service and I haven't received a response since September 6 now its September 12 and no email no phone call nothing I would like an immediate response ASAP or I will take action against you personally Thank you ***************

  Business response

  09/13/2024

  Dear ***,
  

  Thank you so much for taking the time to share your experience with us. We genuinely appreciate your feedback, and we sincerely apologize for the delay in responding. Weve been experiencing a high volume of inquiries, which has caused delays in our response time.
  

  Weve passed along your feedback to our field team so they can look into the situation and address it appropriately. From what you described, it seems like the error may have been a simple mistake when typing in your information, which can happen occasionally. Please know that we dont believe this was done with any bad intention, and we are always committed to ensuring that our customers receive the best service possible.
  

  We understand how frustrating this situation must have been, especially after making the trip to the ********** location. Were truly sorry for any inconvenience caused and will make sure our team takes action to prevent this from happening again.
  

  We value your continued support and want to make sure your future experiences with us are nothing but positive.
  

  Thank you again.
  

   

  Sincerely

  Claire's Tier II Support Team

  Customer response

  09/13/2024

   
  Complaint: 22279915
  
  I am rejecting this response because: I had wished that you could've given me some kind  and of compensation also I wanted a refund due to this know and of service I still have the receipt 
  
  Sincerely,
  
  ***************

  Business response

  09/13/2024

  Dear ***,
  

  Thank you for your response and for sharing your concerns with us.
  

  After investigating the situation, weve confirmed that the issue at the register was simply an error when entering your phone number, and there was no ill intent on the part of the associate. We truly regret any frustration this caused during your visit.
  

  Regarding your request for a refund, you are welcome to visit any Claires store with your receipt, and our store team will be happy to assist you in processing it based on our refund policy. We are including the link to our return policy for your review. Please note that we are unable to process refunds or credits from the corporate office for in-store purchases at this time.

  ***********************************************************

  Thank you again for your patience and understanding, and we hope to have the opportunity to provide you with a better experience in the future.
  

   

  Sincerely,

  Claire's Tier II Support Team

  Customer response

  09/16/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I just wanted to say that you need to train your employees and managers properly regarding submitting there cell phone numbers without telling the customer that they can't find there account or upgrade your app so that it won't be confusing next time thanks again BBB 
  
  Sincerely,
  
  ***************

• Initial Complaint

  09/12/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I brought my daughter to the ******************************************* at 15 minutes before the store was supposed to open on March 23. The store was vacant and unopened and we waited 45 minutes past the time they were supposed to open. Finally a girl came in and opened the door for the store. When I asked her about piercing her ears she said she was not able to do that. She said the manager can do that but she's not in and she's not sure when the manager will be in. My 8 year old daughter was devastated. It was a horrible experience so we drove all the way to ******** Claire's to get her ears pierced.  

  Business response

  09/12/2024

  Dear *******,

  Thank you for reaching out and sharing your experience with us. We are truly sorry for the inconvenience and disappointment you and your daughter faced during your visit to our ********* location. We understand how upsetting it must have been, especially when your daughter was excited about her ear-piercing, only to have the store closed and unprepared at the expected time.

  Its unacceptable that the store did not open as scheduled and that you were left waiting. We apologize for any miscommunication regarding staff availability and the lack of clarity on when the piercing services could be provided. We know how much this experience meant to your daughter, and we deeply regret that it didnt go as planned.

  We are glad you were able to visit the ********* location to get her ears pierced, but we understand that the overall experience was far from ideal. Your feedback is incredibly important to us, and we will be following up with the Elk River store to address these issues and ensure this does not happen again.
  

  Once again, we sincerely apologize for the inconvenience and disappointment this has caused. If there is anything more we can do to make this right for you and your daughter, please dont hesitate to let us know.
  

   

  Warm regards,

  Claire's Accessories

  Tier II Support Team

  Customer response

  09/24/2024

   
  Complaint: 22274593
  
  I am rejecting this response because: Please do not close this complaint. This is not resolved. I would like the business to contact me and finish the job they started. I would like the BBB to reply back to this email message to verify that they are not closing the complaint. Thank you
  
  Sincerely,
  
  ******* *****

  Business response

  09/24/2024

  Dear Mr. ******************* you for your message. We would like to clarify that in your initial correspondence, you mentioned that you were able to get your daughter's ear pierced at another location. Given this, we are a bit confused by your statement about needing us to "finish the job." Could you kindly elaborate on what you believe remains incomplete so that we can better understand how to assist you?
  
  We would appreciate your clarification so we can move forward in resolving your concern.

  
  
  Sincerely,  

  Claires Accessories
  

  Customer response

  09/25/2024

   
  Complaint: 22274593
  
  I am rejecting this response because: you did not complete the job. 

  I went to the location for her ears to be pierced and that was not completed. When I came in to your store your employee was 45 minutes late, and was unable to piece her ears because of lack of training when I was told on the previous day that someone would be there to piece her ears right away when the store opened. This employee said that the manager was at a different store and the manager is the one that would ****** her ears. 

  
  Sincerely,
  
  ******* *****

  Business response

  09/25/2024

  Dear Mr. ********************** you for your message. After further review, we would like to clarify the situation based on our prior communication.

  On August 31st, you contacted us directly regarding your daughter's ************, informing us that her ear was pierced in March and that the earring had recently fallen out. At that time, you expressed interest in having her ear re-pierced.

  We informed you that since the piercing took place over five months ago and the issue was only just brought to our attention, we would not be able to approve a complimentary re-piercing. As previously mentioned, Claire's is more than happy to provide assistance for any concerns that arise during the 3- or 6-week healing period, but we must be contacted within that timeframe to offer adequate support. Unfortunately, as we were not contacted during this period, we cannot offer a complimentary re-****** at this time. Any new piercing would be an out-of-pocket expense.

  For your reference, we are attaching the email communication where this information was previously shared. Our determination remains the same regarding this matter.
  

  We appreciate your understanding and are happy to assist you with any future services.
  

   

  Best regards,

  Claire's Accessories

  Customer response

  09/25/2024

   
  Complaint: 22274593
  
  I am rejecting this response because: If this is your defense, then that is a terrible defense because you have been notified. I also called in and talked to someone at the corporate level about a month ago and I called the store right after this happened and made the complaint at that time and I was told that the manager would call me back and she never did. I called a few times after as well and told the same thing. The manager never called me back. This should account for being notified. It's not my fault that the manager never called me back. Obviously, the manager(s) do what they want with no regard for your customer base. This has been a very bad experience for my 8 year old daughter. My daughter's life was filled with tears on this terrible day. I went to that store and no one was there that could ****** her ears. The job was never completed. 
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  08/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Wow this place is a disaster. The manager ******** has a attitude from h*** Grunting and all this. We have contacted Kenya at the customer service department who said that per child each get a new $130.00 earrings which the ones we originally bought is that price. But *************;wants to have an attitude who is the one that has a misunderstanding saying it is only for one kid. Ill never return to Claire's . I don't support business like this. At the point I want Claire's to mail out me and my aunts kids the set of earrings. I have had it. The waste of time and gas to deal with a terrible human. 

  Customer response

  09/03/2024

  see attachments

  Business response

  09/05/2024

  Hello *****,
  I hope you and your family are feeling better. I replied to your email you sent requesting an extension to pick up your replacement set of earrings due to you and others around you not feeling well on 9/4/24. Your aunt mentioned to me that she went to the location and attempted to pick up her approved set and your approved set. This was not what we agreed upon. 
  

  During our first conversation, I mentioned your aunt had to file a separate claim for her daughter. I sent each of you separate emails approving a replacement set of earrings with the return of the defective earrings. I then forwarded the two separate emails to the store location approving the replacement set of earrings for you and your aunt. Your aunt went to the location and attempted to get two free replacement sets. Neither you or your aunt tried to reach via email or phone call requesting to pick up both sets of earrings due to you not feeling well enough to pickup your free replacement set of earrings.
  

  As of now, the store location stated your aunt threatened the store manager of this location so she is unable to visit this location going forward. However, you may still pick up your replacement set of earrings with the return of the defective set of earrings. Unfortunately, refunds, exchanges, and replacements must be processed at your local Claire's.
  

  Please respond to my email and provide us with a timeframe where you will be able to visit Claire's to pick up your free replacement set. 

  
  Thank you,
  *****
  Claire's Customer Service

  Customer response

  09/11/2024

   
  Better Business Bureau:
  

  My aunt emailed kenya with claires customer service and explained how at no time on the phone with him or even in the store at claires was she ever alone and at no point in time did she ever threaten the store manager or anyone else. She and Kenya had a conversation about how devasting such an allegation upon her character that it was. Especially since she was not the one that had any problem with claires employees and never reported the company to anyone. Yet she feels like her character has been meligned. Its embarassing and hurtful to her. She and Kenya spoke and she invited him to request this alleged recording that claires manager supposdly had and let him know that there is no possiblitiy such a thing exist. ***** was ahead of her and had already requested the alleged recording of her threatening the claires store manager. He to agrees that she never threatened anyone. Has he requested the alleged voicemail and has never recieved it or a response from claires. At no time during any interaction that she has in store or over the phone has she been alone and per the conversation with ***** he agrees that she has been wrongly accused. Per the conversation between she and kenya he is going to contact the BBB and remove any banning of my aunt from any claires establishment and i request that any and all accusations on my aunt or her be absolved. We have worked it out with kenya and going forward are willing to move forward. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  08/22/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  False advertisement. Their website and emails both say that you can purchase ANY earrings valued at $17 or below. However, the employee told me I couldnt use the coupon. After asking and letting her know that thats not what their advertising stated, she proceeded to argue with me - in front of my daughter and her friend (very interesting).

  Business response

  08/22/2024

  Hello *****, 

  We are sorry to hear about your recent shopping experience at Claire's. To assist you better, please provide the date and the Claire's location you visited. 

  Thank you,

  ***

  Claire's Customer Service

  **************************

  Customer response

  08/22/2024

   
  Complaint: 22177553
  
  I am rejecting this response because: I do not accept the response.

   

  the date we visited was 8/21/2024 and it was the ************************ location (not sure if thats **************** mi or **************** mi). 
  
  Sincerely,
  
  *********************************

  Business response

  08/26/2024

  Hello *****, 
  
  
  Thank you for taking my call. As I mentioned, we will be mailing your daughter a $10 Claire's gift card as an apology for her recent experience. We will use the address you provided in this BBB complaint. 
  
  
  Thank you,
  *****

  Claire's Customer Service

  1/888/********************

  Customer response

  08/27/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  08/19/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased items from Claire's on 17 Aug 2024 and was unsure I would need all of the items for my father's funeral. I only needed one of the items, so I attempted to return the other 3 items today (18 Aug 2024). First, I tried to return them at the store in ************, ** where I purchased them; however, the store didn't open on time and was closed at least 1 hour after the scheduled time. So, I called this store to confirm that I could return the items there, and I was told that I could.On arriving at Claire's a male employee mentioned that he had not clocked in and couldn't help me. There were 2 female employees working, one was actively piercing ears. After ~15 minutes, the first female employee attempted to process my return, and the system kept presenting a decline error message prior to me inserting my card. I suggested that she try the other cash register, and she received the same message. After the other female employee tried to help, she received the same message. Neither of the employees knew who to escalate the matter to because their manager had just quit, I was told. Neither of them knew the internal number to get support. So, I called another Claire's store and explained the situation and had that representative give the number to her. After calling the number using her cell phone, she said she had to call someone else, and that the gentleman could not help her. He also noted that he didn't recognize the phone number, and she noted that she was calling from her cell phone.While waiting for the employee to resolve the matter for me, she kept giving others her attention. So, I asked that she stay focused on resolving my issue because I had been in the store for 1 hour. She, then, started crying and left me and her associate who had ~10 customers in front of and around her.To date, I still was unable to return these items.

  Business response

  08/20/2024

  Hello *********, 

  We are sorry to hear about your recent experience at one of our Claire's locations. Regrettably, we are unable to process refunds or exchanges from our corporate office for in-store purchases. I will reach out to district manager of this location to ensure the next time you return the associates will be able to process your return. 

  Do you mind providing a timeframe when you will be able to visit Claire's? 

  Thank you,

  ***

  Claire's Customer Service

  1/888/********************

  Customer response

  08/21/2024

   
  Complaint: 22161570
  
  Hi ***,

  Thank you for your response. I am rejecting only because it has yet to be resolved, and accepting the response would close this complaint. I would prefer to return the items to the ************ store, which I attempted to do prior to going to the store in ***************. However, the Hillsborough store (inside of *******) was not open in contrast to its posted hours. Even upon inquiring about when it generally opens, the **************** staff at ******* stated that it is notoriously closed even when the hours state that it should be open.

  I would appreciate you making the managers of both locations aware of these concerns. I used to shop at Claire's 30 years ago, and I knew it then to be a name I could trust. I am hoping it remains that.

  I can return my items to the Hillsborough store tomorrow (Thursday, 22 Aug) through Saturday (24 Aug). Please let me know when is the best day and time to do so to ensure that it is open. If for any reason, the system inadvertently closes this complaint, I will assume that the Hillsborough store inside of ******* should be open regular hours on Saturday (24 Aug), possibly one of the busiest days. Thank you in advance.

  
  Sincerely,
  
  *******************************

  Business response

  08/21/2024

  Hello *********, 

  I shared your experience with the area managers of the two locations. I also emailed both locations and they are aware that you will be visiting between Thursday and Saturday. 

  Thank you, 

  *****

  Claire's Customer Service

  ************************

  Customer response

  08/21/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Thank you.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  08/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered from Claire's Accessories via their online website. They took it upon themselves to change the shipping address i put in, to match an old address that used for payments only. I entered 2 different addresses, one for billing anf one for shipping. They used my billing address for my shipping. I IMMEDIATELY called within 1 min after, spoke to customer service(Several times over multiple days) and they assured the address was changed. All email updates i get have the wrong address. My delivery date has changed several times already. I ordered a week ago. I've since gone into a physical store & bought what i needed, because it was time sensitive. I expressed to them several times, as soon as this address issue occured, that i want a REFUND. They lied saying it was too late, because it's being delivered already, but it's funny how they said that several days ago, so Clearly it was being delivered at the time. I want my money back. I will tell my bank to contest it. I want refund in FULL, including what i paid for shipping!!

  Business response

  08/08/2024

  Hello, 

  We apologize for the inconvenience. 

  The order was shipped to the address that you called in and provided. 

  The billing address was a PO address. 

  We have issued a full refund for the order. 

  Thank you,

  Claire's Team

  Customer response

  08/16/2024

   
  Complaint: 22106910
  
  I am rejecting this response because:
  Yes they uploaded a bunch of emails proving they are stupid, incompetent, and used an old address i don't have access to anymore, then refused to refund me when i asked for a refund. 
  

  
  

  
  Sincerely,
  
  ***********************

  Business response

  08/22/2024

  Hello,

  We apologize for the inconvenience. 

  We do not have the authorization to change a customers shipping address, unless it is requested by the customer. 

  The original shipping address that was on the order was the original shipping address that was entered before placing the order.

  You contacted us requesting an address change, which was completed upon your request. 

  On 8/8/2024 a full refund was issued to you. 

  Thank you, 

  Claire's Team

  Customer response

  08/23/2024

   
  Complaint: 22106910
  
  I am rejecting this response because:
  

  It is a FALSE STATEMENT. I entered my correct residential address upon ordering. Im pretty sure i know WHAT MY OWN **** ADDRESS IS! The nerve of you disgusting people, to suggest i don't know my own current address, and I'd somehow forgot that i haven't had that old po box address in SEVERAL YEARS! Because yeah, that's totally normal. Your site reverted my address IMMEDIATELY to an old address i no longer have, AFTER i hit complete/finish order. I called same day IMMEDIATELY  to fix it, which you did NOT, so i IMMEDIATELY asked for a refund. But because you're a greedy, shady company, you made up lies for why you can't refund and it's TOTAL CRAP! You forced me with an order i did not want. I right away said this incompetence will not work for me, so just refund me and cancel order. You are a disgusting shady company. 

  Sincerely,
  
  ***********************

*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. ↩