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4.2 90 Reviews

ModCloth Complaints Summary

1 Resolved
14 Unresolved
Our verdict: If considering services from ModCloth with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
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ModCloth reviews & complaints 24

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ComplaintsBoard
G
5:33 pm EDT

ModCloth Very, very, very poor customer service

Very poor customer service. Stay away from them. I ordered an item $44.99 + $7 shipping. The item arrived, however, I was not pleased at all because the material looks so cheap, I would not even bother to wear it. I asked for a return, they would not allow me, according to them the item I bought clearly stated that it cannot be returned or exchange. It was the first time I heard of such policy. Anywhere I buy whether the item is on sale or not it can always be returned. As the saying goes "Customer is always right".

Anyway, a day day after I requested for refund, I decided to check back on the item at their website and found out it was listed half the price of what I paid for at $19.99. I called them and they issued me a a store credit of $25. They should have agreed to issue store refund of $55.26 instead, since they sold the item to me twice the price. Anyway, realising that it's better to get something back than none at all, I placed 3 items immediately in lieu of the $25 store credit and was expecting a free shipping, since they owe me explanation of why I paid double for the first item and they do not want to issue any refund or return at all. If I have ordered all items at one time (the item I was returning and the 3 items I bought as store credit) I should have only paid 1 time shipping. Nevertheless, again, they don't want to give me free shipping. About 15 minutes after I placed my order, I decided to change 1 item to another item totally the same kind but different design which I added to my wish list, according to them they cannot do it any more. Their customer service representative stated: "Once an item is ordered it cannot be changed any more." Very, very, very poor customer service, 15 minutes after placing order, YOU CAN NEVER CHANGE IT AT ALL! Totally not fair! STAY AWAY FROM THEM! Beware!"

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googlerr
, US
Apr 27, 2013 11:27 pm EDT
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I have no idea where the idea of "customer is always right" comes from. The merchant offers a product and the customer pays for it. Its a fair trade and never a master-slave relationship. Why would one side be always right? If you are not satisfied with what's offered, then don't buy it.

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GoldOpals Opals
Karcultaby, AU
Dec 28, 2011 10:08 am EST
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1. Did you see where the description stated 'no return or exchange'? Usually this is directly above the sizing information
2. Did you order a Soda Fountain Dress (which just happens to be $44.99)? If so, I disagree that this dress is shoddy quality.
3. Customers are not always right; this was the advertising slogan of a company.
4. Items at Modcloth frequently go on sale. It may suck if you bought an item for full price, and then it went on sale, but deal with it.
They were nice in giving you a partial refund!
5. Just to double check; you are trying to return the dress?
6. I do not think you automatically deserve free shipping
7. It is standard practice that you cannot change items in an order after placing the order. This is stated clearly on the terms and conditions

ComplaintsBoard
T
4:54 pm EST

ModCloth Clothes arrive in poor condition, often to the point of being unwearable

Their clothes are so cute, but every time I order (three times now, embarassingly... I kept hoping the previous orders were flukes) the clothes arrive in poor condition, often to the point of being unwearable. They use cheap fabric that is often more seethrough and coarse than it should be and they are sloppily assembled. Adorable designs, but the quality simply doesn't merit the excessively high price of every item. One of my orders did not leave their warehouse for a month after it was placed and I was unable to return the inferior items because they took more than 30 days to reach me. Customer service is a joke and will take a very nasty tone if you come across as being the least bit critical of the site or product. I'm quite sad to say I will never order from them again because I am yet to find another site with a comparable selection.

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3:56 pm EDT
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ModCloth Don't know their own inventory

I ordered a coat from ModCloth after receiving an email "to hurry and order because we got limited quantities back in stock." I ordered the coat as it showed they still had quantities available.

A WEEK LATER I received a very insincere OOPS email -- we made an error in our inventory, sorry we don't have the item, blah..blah..blah. But we'll give you 10% off an item that you don't want and didn't order.

Geez, thanks for the graciousness of extending a 10% discount off an item I don't want while totally failing to ship the item I ordered.

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RandomUnicorn
Columbus, US
Nov 11, 2010 9:58 pm EST

Mistakes are made. At least they're trying to make up for it by offering you 10% off something else. Someone else could have placed their order at the same time you did and caused the numbers to be off.

ComplaintsBoard
C
2:21 pm EST
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The complaint has been investigated and resolved to the customer’s satisfaction.
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ModCloth has left an official reply on this complaint.

ModCloth False advertising & poor policies

I've ran into two separate occasions where this website has screwed me over.

#01. Returned a dress that did not fit properly. Dress cost $54.99. Put it in its original packing and returned it in a timely matter. Got an email later that said, "Thanks, your return has been received and you will be credited $49.49 (cost of dress - 10% discount used)." I could barely get the dress on let alone use it!

#02. Decided to give Modcloth another try because I needed (and still do need!) a decent dress for New Year's Eve. On two different spots on the website, it said something along the lines of, "Get it by New Year's Eve! Free overnight shipping with promo code 'hurryup'! Order by midnight 12/28!" I ordered at approximately 11:28 p.m. CST, 12/28. The website did not specify which time zone they were in, but I figured since the offer was still up, they must be either CST or PST (as opposed to EST), so I would be safe.

2 days later and no order. In fact, it hasn't even shipped. It's still pending. I looked and they are based out of Pennsylvania, so the code probably only worked if you got your order in by 11:59 EST, not CST like I did. Fair enough, but then they should have made sure the code was taken down by that time, too, instead of promising free overnight shipping for hours after! I'm really, really disappointed and will not be ordering with this company ever again.

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Hcolbs
, US
Aug 16, 2018 12:14 am EDT
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I am not sure why it is taking Modcloth so long to get their GDPR policy correct. It is has been about 6 weeks now and they will still not sell to the UK. All they need to do it update their privacy policy...

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Karany
, US
Dec 02, 2012 8:48 am EST

They source product that can be found on a number of other retailers website but mark up their product astronomically. Nothing special here.

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aardv
, US
Jun 06, 2014 9:28 am EDT

Anytime I have sent an item for a return, they've found a reason to give me store credit instead of refunding my purchase, even if the items were completely unworn and still had tags. I sent some clothes back a couple of weeks ago and have heard nothing from them re: receiving my return. I'm sure they'll wait to email me once the 30 day refund period is up (like they did last time even though I mailed my return the same week I received the item) so they have the excuse of only issuing store credit again.

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Waiting and waiting
Brookline, US
Apr 11, 2014 11:11 am EDT

Been waiting for three days and my order is still "pending". Need to get my order before this coming Wednesday for my daughter. Not feeling too good about this...

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tayzers
Wailuku, US
Nov 24, 2013 4:14 am EST
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By the way, my husband is an excellent retired attorney. We can spend as much time with this and it's no skin off our noses. Just try to screw with us, Modcloth. We don't take kindly to being hoodwinked.

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tayzers
Wailuku, US
Nov 24, 2013 4:10 am EST
Verified customer This comment was posted by a verified customer. Learn more

I should have investigated their practices before placing an order. I ordered a swimsuit from them. When I received the confirming e-mail order I noticed that the swimsuit was NOT the same pattern that I had ordered. I called them, immediately, and then they claimed that it was "too late" to change the order. They changed it, NOT I. I KNOW what I ordered. I told them there was no way I am accepting their package, I am refusing delivery and contesting the charge through Mastercard. They aren't getting a dime out of me. They can go to hell. THIS is business? I think not.

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victrix
Sunnyvale, US
Oct 09, 2011 9:32 pm EDT

I totally agree. Modcloth's products appear cheaper in person. They have terrible customer service. I will share my own experience.

Very poor customer service. Stay away from them. I ordered an item $44.99 + $7 shipping. The item arrived, however, I was not pleased at all because the material looks so cheap, I would not even bother to wear it. I asked for a return, they would not allow me, according to them the item I bought clearly stated that it cannot be returned or exchange. It was the first time I heard of such policy. Anywhere I buy whether the item is on sale or not it can always be returned. As the saying goes "Customer is always right".

Anyway, a day day after I requested for refund, I decided to check back on the item at their website and found out it was listed half the price of what I paid for at $19.99. I called them and they issued me a a store credit of $25. They should have agreed to issue store refund of $55.26 instead, since they sold the item to me twice the price. Anyway, realising that it's better to get something back than none at all, I placed 3 items immediately in lieu of the $25 store credit and was expecting a free shipping, since they owe me explanation of why I paid double for the first item and they do not want to issue any refund or return at all. If I have ordered all items at one time (the item I was returning and the 3 items I bought as store credit) I should have only paid 1 time shipping. Nevertheless, again, they don't want to give me free shipping. About 15 minutes after I placed my order, I decided to change 1 item to another item totally the same kind but different design which I added to my wish list, according to them they cannot do it any more. Their customer service representative stated: "Once an item is ordered it cannot be changed any more." Very, very, very poor customer service, 15 minutes after placing order, YOU CAN NEVER CHANGE IT AT ALL! Totally not fair! So Buyers... beware!

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F
fidgefodge
Toronto, CA
Mar 09, 2011 4:39 pm EST
Verified customer This comment was posted by a verified customer. Learn more

I agree in part with some of the posters. I too am a frequent purchaser on ModCloth but have generally been disappointed by the product after seeing it in person. The images seem to shield areas of a garment that they shouldn't. Sizing tends to be an issue as well, as they purchase their products from a number of different designers so the measurements stated on their website are incorrect. The fabric is usually much cheaper looking/feeling than they describe on the site (especially at their prices! I can get better quality and cheaper products at forever21!).

I keep hoping that my next purchase will be better but so far it hasn't. My boyfriend purchased a necklace for me for valentines day, instead of got the "tabs" rings instead, someone has mislabelled the package. I eventually got my necklace, just way after the intended date.

I do love the appearance of their garments in their photos but not so much up close. Here's hoping the next purchase is better. However I've also been seeing their products on other websites for cheaper, so I may start browsing other sites from now on, especially if their $89.00 dresses arrive and are continually cheap looking.

However one good thing about them is their customer service. They always seem to be good at getting me information, whether or not the solution is any good is another story.

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mechanty
, FR
Aug 29, 2010 8:16 am EDT

modcloth has the most poorly constructed clothes...to a point where it is shocking. i have never, in any store by any manufacturer, seen clothes that have serious structural errors. it is as if no one tries them on or even looks at them before they are considered finished. their jewelry, however, is totally fine. i have bought 4 dresses from them but i will never be back and i would advise anyone not to purchase from them.
modcloth---you need to seriously get better clothing makers! you cannot charge 50 dollars minimum for something so poorly made!

ModCloth Customer Reviews Overview

ModCloth is an online retailer specializing in vintage-inspired clothing and accessories for women. Their product range includes dresses, tops, bottoms, outerwear, swimwear, and footwear, as well as a variety of accessories and home decor items. ModCloth offers inclusive sizing, catering to a diverse customer base. The company also provides services such as style inspiration and customer reviews to assist shoppers in making informed purchases. Customers can shop online through the ModCloth website, which features a user-friendly interface for a streamlined shopping experience.

ModCloth In-depth Review

In Summary: ModCloth stands out as a unique online fashion retailer with a flair for vintage-inspired and indie clothing. Their website is user-friendly and aesthetically pleasing, offering a wide range of products that cater to diverse styles and sizes. While prices may be slightly higher than some competitors, the quality and sustainability efforts justify the cost. Customer service is attentive, and the brand has a strong online community and social media presence. ModCloth's commitment to social responsibility and innovation in e-commerce is commendable, making it a go-to destination for those seeking a distinctive shopping experience.

Website Usability and Design: ModCloth's website offers a seamless user experience with easy navigation and a charming visual layout that reflects their vintage-inspired brand. The site is mobile-responsive, ensuring a smooth shopping experience across various devices.

Product Range and Selection: The brand provides an extensive selection of clothing, accessories, and home decor. They regularly update their inventory with new arrivals and offer exclusive collections that cater to a range of tastes and sizes, including plus sizes.

Product Quality and Sustainability: ModCloth is known for its quality garments made from durable materials. The brand emphasizes ethical sourcing and production practices, and while not all products are eco-friendly, they are making strides in offering more sustainable options.

Pricing and Value for Money: Prices at ModCloth may be higher compared to some fast-fashion outlets, but they offer good value considering the quality and uniqueness of their items. Customers can take advantage of sales, discounts, and a rewards program to enhance value.

Customer Service Experience: ModCloth provides responsive customer service, with clear policies on returns and exchanges. They actively engage with customer feedback and reviews to improve their service.

Shipping and Delivery: The company offers both domestic and international shipping options. Packaging is secure and items are generally delivered within the stated timeframes, though international shipping may take longer.

Payment and Security: A variety of payment options are available, including major credit cards and PayPal. ModCloth employs robust security measures to protect transactions and user data privacy.

User Reviews and Community Engagement: ModCloth has a loyal customer base with numerous testimonials and ratings available on their site. They encourage community engagement through features like blogs and maintain active interactions with customers on social media.

Marketing and Brand Presence: The brand has a strong presence on social media, engaging with customers through various platforms. Their marketing campaigns are consistent with their brand image, often featuring collaborations with influencers and designers.

Overall Shopping Experience: The checkout process on ModCloth is straightforward, contributing to a positive overall shopping experience. The brand enjoys high customer loyalty and often receives recommendations from satisfied shoppers.

Company Background and Reputation: ModCloth has established a reputable name since its inception, known for its unique product offerings and inclusive sizing. The company's history and growth are well-regarded within the industry, though specific awards and recognition were not detailed.

Social Responsibility and Philanthropy: The company actively engages in social causes and has partnerships with charitable organizations. Their impact on communities is positive, reflecting their commitment to social responsibility.

Innovation and Future Outlook: ModCloth adapts to changing fashion trends and consumer needs, showing a willingness to innovate within the e-commerce space. They appear to have plans for continued growth and expansion, positioning themselves well for the future.

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