ComplaintsforThe Children's Place Retail Stores, Inc.

• Initial Complaint

  10/31/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I am writing to express my concerns regarding an incident that occurred at The Childrens Place at ************** on October 31st at 1:26 p.m. I visited the location to pick up an order after receiving an email that it was ready for pickup. My experience at the store raised concerns about the consistency and inclusivity of your practices.I was asked for my order number. However, as the stores internet connection is unreliable. This is a known issue among both employees and customers. I requested that the associate locate my order by name, which has been done previously without issue. The associate refused, citing that it was not possible. I explained that I had retrieved orders this way, she responded dismissively noting that it would be more challenging with a common name. I was with by my son, who is nonverbal and autistic, he became impatient during this lengthy exchange. At one point, he knocked over some shirts on the desk behind us. Instead of approaching the situation with understanding, the employee alerted me to the shirts and, upon my explanation about my sons autism, she responded So does my son; that doesnt have anything to do with it. Her response lacked understanding, in a setting that should prioritize patience and accommodation for families. The manager ****** suggested that I leave the store, connect to a nearby stores Wi-Fi (**********), take a screenshot of the order number, and then return to the store to pick up my item. She stated that this is what they tell all customers to do. This was inconvenient and disappointing. The store advertises incentives for pickups, however, being instructed to leave the premises to access the internet contradicts this and highlights a lack of customer support.I am disappointed by the poor level of service and am I concerned about the inconsistency in policies. This experience calls into question your commitment to creating an inclusive, environment for families.

  Business response

  11/01/2024

  Thank you for your detailed email about the negative experience you and your husband encountered at one of our store locations. Our goal is to provide exceptional service and if we fall short of that goal, we sincerely apologize. We've forwarded your feedback to the District Store Manager and we'll take the appropriate action regarding your recent visit to our Beachwood Place store location. You will receive a follow-up call from the District Store Manager soon. The Childrens Place values the relationships we have with our customers and hopes you will give us another chance to earn your trust and loyalty.  

• Initial Complaint

  10/25/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I place an order October 17, 2024 with The Children's Place retail store. I was supposed to receive the order October 23rd, I tracked the package on ***** website and it stated it would be delivered the next day, however the package was never delivered. I contacted ***** and was told to contact The Children's Place and they would file a claim because ***** carriers normally take a picture of where they place the order but for my order they didn't take a picture. The Children's Place told me to contact my card issuer which I was informed it come take months to resolve. I am requesting my items be reshipped or a refund issued. The items are for an 8 year old child.

  Business response

  11/01/2024

  We have sent a response directly to the customers email address as of 11/1/2024. Please check your spam/junk folders for an email response from The Children's Place. 

• Initial Complaint

  10/23/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Placed an order on 10/15/24 equivalent to about $30. Was told said order would be here 10/21/24. On 10/19/24 the charge on my card was cancelled and I received an email stating my order had been cancelled. Due to this I ordered similar items on ****** to make up for it. 10/22/24 Children's place takes the money from my account, putting me in the negetive. I call customer service because I need my money back. **************** says they see the email where they said it was cancelled but that a different department needs to deal with this since the order is now with ****. I receive an email 10/23/24 that they cannot refund me since the orders been shipped they cannot "modify or cancel" even though they're the ones that cancelled. The closest store is about 45 minutes from me. There and back I'm wasting 2 hours of my day and at least $30 in gas, nearly what i spent there. I cannot just go there and return it.

  Business response

  11/01/2024

  We have sent a response directly to the customers email address as of 11/01/2024. Please check your spam/junk folders for an email response from The Children's Place. 

• Initial Complaint

  10/21/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Company keeps charging my account in different amounts after making a one time purchase.

  Business response

  10/22/2024

  
  When our customers ********************** an online order, an authorization hold is applied for the total amount until your order is fulfilled. Once your order ships, the charge will be processed. If you decide to cancel the order, the authorization hold will be released automatically. In some cases, if an order or part of an order has not shipped within a few days of placement, a new authorization hold may be issued until the order is processed.
  
  Please note that authorization holds can vary based on your bank's policies, regardless of the credit card company. Additionally, for Apple Pay and Venmo, if multiple shipments are being processed, reauthorization is required after each shipment, though this is not an actual charge. We apologize for any inconvenience this may caused.

• Initial Complaint

  10/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My daughter and I was hospitalized for a year due to me having a stroke and my daughter is mentally disabled! I ordered my daughter some clothes in June due to us finally being discharged home August 16th! Once we got home I tried on the clothes I ordered in June and she couldn't fit them! I contacted childrens place customer service September 16th i explained to the representative my situation and she gave me an exception so I thought being that it was past the ******************************************* the label! I had my aide bring me to fed ex September 23 tracking number ************ and returned these items! I then received an email and few days later stating they can't process my return! I've been calling customer service for two weeks now they won't return me my clothes I PAID for or my money I spent with them! Complete robbery! I've been nothing but a loyal customer to these people and they aren't showing me half of the respect! I'm not even asking for my money back but they can at least accommodate me with a gift card for every dollar I spent and I'm not talking ***************************************************** my too small clothes back that I paid for!

  Business response

  10/16/2024

  We have reviewed the details of the customers interactions with our team. Our records indicate that on 9/16/2024, the customer called to inquire about returning her entire order. During the conversation, she was informed multiple times that our 45-day return policy had expired, and we could not accept the return. We also informed her that even if she returned the items, we could not guarantee a refund. The customer understood and expressed her willingness to donate the items even if she didn't receive a refund, so the agent provided a prepaid label for her to try returning the items. The distribution center did receive the return, but, as expected, it was denied as it was past the 45-day return policy since the order was placed in June. The customer was notified that the return was denied via email on 9/25/2024. We offered $50 off in rewards for the inconvenience, but the customer declined it. Currently, if a return or exchange does not meet the requirements in our return policy, we reserve the right to refuse and discard the items without providing a refund or exchange. We apologize for any inconvenience this may have caused.

• Initial Complaint

  10/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I've been buying online with this company for over 9 years. The past 4 or so has been very difficult with online issues with coupon OFFERS they offer you, it's a scam to get you hooked to order then tell you you can't cancel the order when it went through without the coupon offer. I'm sick of their lies it happened to me before and I stopped purchasing from them. Then I get a coupon ad in the mail, so i decided to try again, only to get sucked into their con again. It's a nightmare. I let it pass may times before, but this time I've had it. All I would like is the coupon honored.

  Business response

  10/14/2024

  We have sent a response directly to the customers email address as of 10/14/2024. Please check your spam/junk folders for an email response from The Children's Place. 

• Initial Complaint

  10/03/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order on children’splace.Com order ********** I opt to have to order pickup in store but they took upon they select ship it to a address I haven’t lived at in 5 years I have did all the measure to intercept this package but it’s not eligible I call the children’s place they told be to file a dispute with me ban instead of just refunding me for they mistake. I would like my money back without filing a refund

  Business response

  10/11/2024

  We have sent a response directly to the customer’s email address as of 10/11/2024. Please check your spam/junk folders for an email response from The Children's Place. 

  Customer response

  10/11/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  I don’t see any email from this business regarding my refund for items I didn’t receive 
  
  
  Regards,
  
  ******* ********

  Business response

  10/11/2024

  We have sent a response directly to the customer’s email address as of 10/11/2024. Please check your spam/junk folders for an email response from The Children's Place. 

• Initial Complaint

  09/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased boots for my daughter less than 30 days ago.They fell apart within 3 times of wearing them ******.The manager on duty told me that they do not stand behind their products that if I purchase the product there that it should be expected to fall apart within 30 days And even though it falls within the 45 day return policy because it was damaged. They would refuse to give me a refund or an exchange.

  Business response

  10/09/2024

  We have sent a response directly to the customer’s email address as of 10/09/2024. Please check your spam/junk folders for an email response from The Children's Place. 

• Initial Complaint

  09/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I made an online purchase at the end of July for school uniforms for my son and daughter, during the back to school uniform sale. The size I ordered for my son (6s) fit very well at the time of purchase, however, he has not had the need to wear pants until a couple of weeks or so ago, because the weather has still been very warm. Needless to say, he is unable to fit that size anymore and Children's place stated due to their policy there were unable to return or EXCHANGE the pants. I was told that the policy is 45 days from purchase, even if I ordered online and did not even receive the items until about two weeks later. I spoke with two different stores one in *************, IN, he was very rude and not very accommodating considering I was outside of the return window literally by a couple days because it's 45 days from purchase not pick up. the 1800 number wasn't any help at all, I tried to explain what was going on, that I was unaware of the return policy, and I was literally a couple days past, all of the tags and stickers are still on the pants ALL that was needed was an exchange to a bigger size. He just kept cutting me off and repeating that it was absolutely nothing he could do to help me. I was a loyal customer who's spends thousands of dollars with this company with no issues in the past, however if this is how you treat your loyal card holding customers, I will be more than happy to take my business elsewhere.

  Business response

  10/08/2024

  We have sent a response directly to the customer’s email address as of 10/08/2025. Please check your spam/junk folders for an email response from The Children's Place. 

• Initial Complaint

  09/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Went back items purchased over a month ago and have not received refund. Keep getting told that money will be refunded in 3 to 5 business days every week I call and still have not gotten my money back, just empty promises. I have confirmation of return and I paid the shipping.

  Business response

  10/02/2024

  Our records show a refund was processed for order 4512533922 on 9/27/24 in the amount of $90.91 to credit card ending in 9774. Please allow 3-5 business days for the funds to reflect towards your account.

   

  4512533922Credit Card************9774RefundSuccess90.9190.915341809/27/24 11:08 EDT

  Customer response

  10/02/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  ******* ******

*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. ↩