The complaint has been investigated and
resolved to the customer's satisfactionResolved Charlotte Russe — terrible customer service
resolved to the customer's satisfaction
I had the worst customer service experience with Charlotte Russe yesterday.
First of all, I placed my first online order about a week ago on CharlotteRusse.com, only to avoid shopping in-store (some of the sales associates are quite rude). When I got to the check-out page, it says use any Charlotte Russe Gift Card(s) first, then enter in your debit/credit card to pay the remaining. Well, I used a couple of gift cards that had about $5 on them each, and paid the remaining $37 or so with my visa.
I just recieved the items yesterday, and found that I wanted to return the $40 sweatshirt I had ordered because the fabric was too flimsy for winter.
However, HERE IS THE FIRST PROBLEM I ENCOUNTERED: On the packaging recipt that came inside the package of items, it says on a tiny line, "Method of Payment - Charlotte Russe Gift Card" - and that's ALL IT SAYS! Nothing about how I payed the majority of the total cost with my VISA!
MY SECOND PROBLEM: I call their customer service telephone #, which is [protected]. I first speak with a girl who tells me that there was no room to fit all of the different forms of payment I used so it automatically enters in the first form of payment used. (This is totally bogus b/c there is more than enough room on the packaging slip to include all methods of payment.) I told her that since the item I am returning is $40, I want the $37 to go back on the VISA and the remaing $3 to go on a store gift card. She said that's not possible and if I brought it back in-store they would just give me the $40 on a gift card b/c that's what it shows on the slip. I said no thanks, I do not want to have to use my money as a store credit. That benefits them, not me.
She passed the phone off to her supervisor, who said the same exact thing. When I asked about mailing it back, she said they would process the return in order of payments used - AKA Charlotte Russe's choice of order (Gift Cards first, of course!) not my Visa.
She then passed the phone off to the Service Manager, Jamie, who was extremely rude, and whose voice happen to oddly sound just like the other two girls I had just spoke with. She repeated what they had said and told me there was nothing they could do. I said that there should be a disclaimer or something written in the policy that tells me about how they do their return of payment. She said there's nothing she could do, its the policy, blah blah blah.
I asked for HER higher-up, and she actually had the nerve to tell me there was no higher up, that she was the highest person up I could talk to on the phone. (Obviously that's not true, she has a manager who she reports to, and there's always senior management.) She abruptly tried to then end the call and say "is there anything else I can help you with?" The phone call lasted a good 40 minutes long, mostly of me being put on hold, being passed off to another person, etc. I told her that in fact she had not helped me at all, and has not done anything to try to listen nor even resolve the issue at hand. She repeated herself, even more rudely, "IS THERE ANYTHING ELSE I CAN HELP YOU WITH", I said no, and she said in a snide voice "Have a nice evening" and quickly hung up on me.
I have yet to contact senior management at Charlotte Russe, because this is not how you treat a customer. I hope no one else has to deal with rude customer service from them, hopefully you will read this and beware of how you pay, what you buy, etc.
I have never had a recipt that didn't include the important parts that it should - method of payment. Also, I have had such good customer service at other stores - CVS, Avon, TD Bank, even WetSeal - that it makes me appaled that I can be treated so poorly.
It goes to show that Charlotte Russe really does not care about their customers.
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