Complaints

• Initial Complaint

  01/06/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 12/31/24 I purchased two earrings from Claire's after being told that they were the correct earrings for the piercing I was placing them in. When I got home I noticed that the earrings were going to be too small for my helix piercing. I didnt open the package as, the signage inside the store specifically stated that items were returnable within 60 days provided they were accompanied with the receipt tags, and all packaging. I went to Claire's in the *************** on 1/1/25. (Address: ***********************************************************) When I tried to return the unopened, unused item with my original receipt, the clerk said I can not return them because they were a final sell. I then told her that we were not notified that they were a final sale. Furthermore, the signage inside the store specifically stated that the items were returnable provided I returned the unopened/unused merchandise within the required time frame, with receipt, etc. per my research, in **********, retailers that wont give a full refund or credit, allow an equal exchange, or any combination of these options, within seven days of purchase when goods are returned with a receipt, must clearly display their policy at each cash register and sales counter, or at each public entrance, or on tags attached to each item sold under the policy, or on the retail sellers order forms, if any. Claires did none of the above and instead posted a policy which clearly stated returns were accepted within 60 days. In order to make this right I would like a refund that is equivalent to the amount that I purchases the earrings for.

  Business response

  01/07/2025

  Hello *******,

  Thank you for reaching out to us! We're sorry to hear that you've encountered an issue with your recent purchase. Unfortunately, our corporate office is unable to process refunds or replacements for in-store transactions.

  However, we will reach out to the location listed on your receipt and inform them that you plan to visit within the next seven days. They will be ready to assist you with a refund for your unopened and unused merchandise to your original payment method.

  
  Best regards,
  ***

• Initial Complaint

  12/09/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  This was in a email I sent to **************************************** Hello ***** ****** here.On 09-30-2024 I had my ears pierced and purchased a set of GOLD LONG Posted Diamond looking earrings, as the manager suggested that I have fat ear lobes at the Calires store in ***********, ******* Address ****************************************** Phone: ************** I cleaned my ears everyday with the Claires earring solution, my right ear lobe was getting infected. I took my earrings out 6 weeks after the piercing on Nov 15, 2024 to give my sore ear a break from the pain. I put both earrings in the cleaning solution that Claires gave me with my purchase. Two days later, my right ear lobe is still infected and my hole closed up. When I took the earrings out of the solution, one earring fell apart. I called Claires where I got my ears pierced, on Nov 18, 2024 and spoke to the manager and explained that the earring was put in the cleaning solution they gave me for two days. When I tried to put the earring back into my right ear, the glass part that was supposed to look like a diamond actually fell out/off of the setting/ post. I paid $75.00 for those earrings and asked for a new piecing and replacement of the defected earrings. She, the manager, offered a new piercing, but I MUST pay for a new pair of Gold earrings !! Those Gold earrings are only 6 weeks old !! I should NOT have to pay $75.00 for defected earrings, furthermore, I suspect that since only one ear got infected, that I had one Gold earring and one cheap one put in my ears.The manager said that I should not have let the earrings soak in the solution, so it was my fault that the earring fell apart. I do not have my receipt, but when I called the Claires store in ***********, ***, where I made my purchase, she had my receipt on her computer, and confirmed that I made that purchase 6 weeks ago. I am requesting a full refund plus tax. My phone number is as follows, ************ Thank you ***** ******

  Business response

  12/10/2024

  Hello *****,

  Thank you for reaching out about your earrings from your recent piercing and sending over pictures of the broken earrings. I tried to call you yesterday but no answer. However, I did leave a voice message and we have not received a call back. In regard to, the email you sent back in November to **************************************** was discontinued around Labor Day. 

  However, we are pleased to inform you that we can approve a complimentary replacement set from the **************** with the return of the broken set. We will email the location and let them know you will be visiting within the next 14 days. 
  
  Were here to help and ensure you have a great experience!
  
  Warm regards,
  *** *. 

• Initial Complaint

  12/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  7/2/2024 Piercing at **************************************, ****************** 14kt gold earrings and piercing ($94.55). Prior to the purchase, my wife and I explicitly stated that my daughter could only tolerate gold (10kt or 14kt) due to her sensitive skin. We were assured by the staff, including the person performing the piercing, that the earrings we selected were suitable and made of 14k gold. Based on this information, we proceeded with the purchase and followed the recommended 36 month usage period. Unfortunately, my daughter suffered a severe reaction, resulting in a deformity in her earlobe. Upon further investigation, it has come to our attention that the earrings sold to us were not genuine 14k gold as claimed (per e-mail communication from *** S tier II support at Claire's: "The backings are made of stainless steel and finished with a 24 kt gold plating, offering both durability and an elegant appearance.") This is a clear case of misleading information provided by the store staff, and the consequences for my daughter have been devastating. I have already spoken with ****** from Claire's customer service team, who instructed me to reply to the email. While I appreciate the acknowledgment of my initial concerns, simply reiterating company policy is insufficient given the circumstances. I was supposed to have paid for 14kt gold earring and not stainless steel gold plated partial. They are refusing to refund for the erring sold as 14kt gold but that have a backing/butterfly that is NOT gold but plated. 

  Business response

  12/03/2024

  Dear Dr. ************************* you for your continued correspondence regarding your daughters piercing experience. We truly regret the distress this situation has caused and want to take this opportunity to reiterate and clarify the details provided in our previous communications.
  
  As mentioned, the earrings purchased for your daughter are genuine 14k gold. We provided the composition material list in our email to you on November 26, 2024, which is consistent with industry standards for 14k gold jewelry. While the term "14k gold" denotes pure gold, it also includes alloyed metals to ensure the jewelry's durability and strength. This composition is standard across the industry. The only pure gold that exists in jewelry is 24k gold, but it is too soft for functional jewelry, including earrings used for piercings. However, it is sold at high-end jewelry stores.
  
  We understand your concern regarding allergic reactions. However, as outlined in the piercing waiver you signed at the time of the procedure, reactions can occur based on an individuals sensitivity to certain metals or products, even when using high-quality materials like 14k gold. These reactions are beyond our control, as every individuals skin and immune response vary. We strive to provide clear information to all customers to ensure they understand the potential risks associated with getting a piercing.
  
  Additionally, since the piercing took place over four months ago, we cannot provide a refund. Our policies and aftercare instructions are designed to address concerns that arise within the initial healing period (36 weeks), during which time we are best positioned to provide support and guidance. Beyond this period, it becomes increasingly difficult to determine the factors contributing to complications.
  
  We are deeply sorry that this experience has caused your daughter such frustration and discomfort, but we must respectfully maintain our position. The charge for the piercing is valid, as the service and earrings were provided in good faith and as described.
  
  If there is anything else unrelated to this matter that we can assist you with, please feel free to reach out.
  
  Kind regards,
  *** *.

  Customer response

  12/04/2024

   
  Complaint: 22627625
  
  I am rejecting this response because:
  *** S stated in one of the original communications that the backing/butterfly was not gold and was plated. This is the area that caused the reaction in my daughters ear. 
  

  my arguments is not about the purity of the gold as I know the more gold percentage in a piece of jewelry the softer  it is. 
  

  My argument is about the backing of the earring which *** S accepted IS NOT gold it is stainless steel plus god plating.  
  Sincerely,
  
  **** Simon *********

  Business response

  12/05/2024

  Hello ****, 

  Thank you for speaking with me today. Per our conversation, Rest assured; we shared your feedback with our field team so they can address the issue promptly. Your input helps us improve our services, and we are committed to ensuring a better experience for all our customers.
  
  If there is anything else you would like to share or if you have further concerns, please don't hesitate to reach out to us directly.
  
  Thank you once again for bringing this to our attention.
  
  
  Warm regards,
  *** *.

  Customer response

  12/05/2024

   
  Complaint: 22627625
  
  I am rejecting this response because: Staff at the store reponded that earrings (including the backing) were gold and as accepted by store policy they are not 14kt gold and they do not have 14kt gold backing despite the fact that they advertising 14kt gold earring (which common practice dictates that all the parts of the earrings are supposed to be gold).

  It does not seem that we can reach an agreement, however, that is false advertising. I proposed they provide a 14kt gold earring backing which *** said they do not have. ***, also said a refund can't be done due to the amount of time that has passed since the initial transaction. 

  
  Sincerely,
  
  **** Simon *********

• Initial Complaint

  11/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In the summer of 2024 , my son and I had our ears pierced at a Claires location ****** ***** . Subsequently we both are experiencing keloids in our ears currently. they begin as small dots however they are continually ********** well it has been well over 6 months since my piercing and it is the most painful experience for me to put an earring in the ear that was ****** at Claires , it takes well around 2-3 minutes sometimes longer to get the earring through due to the trauma caused during the procedure. Its very painful and it always bleed a little and leave a scalve.I have had another piercing well over 40 years and have never ever experienced such pain or knots in my ears as a result.I have previously spoken to someone at Claire's regarding the issue and the issue has become increasingly serious and scary . If it continues to grow it will cause permanent altering to the condition of my ear.This is just one of the issues that I have encountered as a result of being a Claires customer.  

  Business response

  12/02/2024

  Hello ********,

  
  Thank you for speaking with me today. Per our conversation, while we take every precaution to make our piercing process safe and comfortable, keloid formation is a unique reaction of the body to skin puncture from the piercing. It is not something we can cause or prevent, as its a natural response that varies widely from person to person. For some, the body may respond with an intense healing process that leads to keloid development, which is a recognized risk associated with any piercing.
  
  We outline this possibility in the piercing waiver, which includes information about potential risks. Its important to review the details carefully, as everyones skin reacts differently, and keloids can occur even with meticulous care.
  
  At Claires, we adhere to industry-standard practices for all our piercings, using sterilized, single-use equipment, and our staff is thoroughly trained to provide safe, hygienic, and comfortable piercing experiences. Our methods are designed to minimize risks and create a positive experience for our customers.

   

  Warm regards,

  Tier 2 Support

  Customer response

  12/02/2024

   
  Complaint: 22622040
  
  I am rejecting this response because:

  Claires was made aware of this situation. Claires management refused to completely refund for services rendered, only partial even prior to the Keloids forming bigger . I have previous had piercing for many years that I have never developed scaring from because they do not use traumatic methods of piercing and they sterilize properly.

  as Claires has repeatedly and consistently been accused of causing irreversible tissue damage. The waiver does not specify or is very vague

  in language intentionally. Siting they use proper cleaning and hygiene procedures.

  This is unfortunately not reliable or verifiable, hence Management was advised of this issue I was advised to seek medical attention and advice and Claires with take responsibility however the follow up never happened and the promise was never kept .

  at this time if no resolution is found. I will presume legal action within the next 5 days ,as I never signed a waiver for permanent issues with ear as a result of a simple piercing .
  
  Sincerely,
  
  ******** *****

  Business response

  12/02/2024

  Hello ********,

  Thank you for your response. You were provided a full refund for one ************ service completed on April 7th, 2024, totaling $37.88, along with a $200 Claire's gift card mailed directly to your granddaughter on July 22nd, 2024. Given that you have already received a full refund for the $37.88, which covered the entire amount you paid per your receipt, that was the final resolution provided to you. We are attaching both your purchase and your return receipt from your piercing, which reflects you received a full refund. 

  You were advised to seek medical attention if you had any concerns regarding your piercing, as Claire's is not a medical provider or professional and therefore cannot offer medical advice. 

  By providing this information on July 23, 2024, Claire's did not acknowledge nor take responsibility for the development of keloids following your piercing. Keloid formation is a known risk associated with piercings and varies greatly depending on individual healing processes. It is not something we can cause or prevent, as it is a natural response that varies widely from person to person.

  Additionally, please note that by signing the piercing waiver at the time of your appointment, you acknowledged the potential risks involved, including the possibility of keloid formation. Given that you were already provided with a full refund and agreed to the terms outlined in the waiver, we are unable to offer any further resolution regarding this matter. 

  For your reference, we have attached a blank copy of our Piercing Waiver. This paper form is identical to the digital version you completed at the time of your appointment. We encourage you to review sections 2 and 3, which contain detailed information about the potential risks associated with getting a piercing.

   

  Warm regards,

  Tier 2 Support

• Initial Complaint

  11/19/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I placed multiple online in store pickup orders but every time it was cancelled, so I finally placed an online order. After receiving it I tried to return the order in store. The employee said there wasnt a barcode for them to scan to return in store so I should call customer service. Upon calling customer service the woman prompted me to drive to every store in the area to find one that would return my items. After calling another store in the area the manager told me she couldnt do it because it shorts their store, and online orders are essentially final sale. So every employee I have talked to has given me a different response, confusing. When looking on the website it says you have an option to return online orders via mail or in store within 60 days. As Im not looking to pay to send these items back or spend more time/money with this business, I would just like a full refund on original payment. In the future having clear cut return policies that are stated and told to employees, would be extremely helpful.

  Business response

  11/20/2024

  Hello Ariana, 

  Thank you for providing the store locations. We reached out to these locations and advised them we do indeed return online orders and how to process the online order returns. We apologize for any inconvenience this has caused. 

   

  Warm regards,

  *** *. 

• 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,
  
  ***************

*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. ↩