Complaints

• 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,
  
  ***********************

• Initial Complaint

  05/27/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I visited Claires Store #**** in ****************** on 05/03/24. I wanted to get a third hole in each lobe. We waited over 90 minutes and the person working was literally in tears over the stress of being alone and the credit card system not working correctly. She told me that the earrings that I wanted were out of stock and assured me that purchasing infant earrings would not cause an issue. After realizing that it was significantly more expensive, she refused to change my order to a similar but less expensive version of the earring. Due to her emotions and the growing lines, I did not want to force the issue and cause her more stress. I reluctantly allowed her to ****** my ears because I was on vacation with my niece and we were creating memories together. Because the system was down she had to process my payment in small increments. I paid $60, $50, and then $29.83.On 05/04 I noticed that my left ear was swelling around the earring and the hole was basically swallowing up the earring. I went into my local store (#****) in ********* ******* as I couldnt even get the earring out. By this time it was ****** and extremely tender. ******** was wonderful and after some time she was able to remove the earring. I was going to purchase a different earring for the hole however she thought that it would be best to let my ear heal and ****** it at a later date. She said that even a bigger earring would continue to pull through my ear because the hole had gotten so big. I then removed my right earring in fear of this happening again.So not only did we spend 2+ hours in the store, I paid 3x what I should have paid for adult earrings, and now I have nothing to show for it but a knot of scar tissue in my ear that *** never be able to be pierced symmetrically with the other ear.I would like to request a FULL refund along with a gift certificate to attempt to repierce my ears at a later date. My multiple calls and emails to Claires have gone unanswered.

  Business response

  05/28/2024

  Hello ******,
  
  Thank you for contacting Claires ***************** We apologize for your ear-piercing experience that took place on May 3rd at our ****************** location. Rest assured, we will be forwarding your feedback directly to the field team and area manager for this location. The area manager is responsible for the performance of the store and will take any necessary action.
  You may go back to you local Claires ********* IN with the receipt and the earrings for a full in-store refund. We will notify the store of your arrival 5/29-6/5.

  Customer response

  06/01/2024

   
  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

  05/17/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered a handbag online, which was shown to be available in the nearby Icing store location for pickup. I then visited the store to find out that they didnt have the item in stock, and dont know when they will get another truck delivery, or what will be on the truck. So I said Ill wait for an email confirmation before I come back. My email confirmation came on April 8th saying that my order was ready for pickup, and they will hold the order until April 16th. I visited the store in April, 10th to find they never had my order delivered.I went to icing customer service by phone and online, and was told I could buy it online and have it shipped to my home but it was not 50% off and there was nothing they could do to change that.

  Business response

  06/04/2024

  Hello,

  We apoloogize for the inconvenience. 

  We will email you regarding this issue and provide you with a promotional code for the item.

  Thank you, 

  Icing Team

• Initial Complaint

  04/13/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Took my daughter in for two cartridge piercings and a nose piercing. The piercing kept popping out over the first week, including the first night. We took her back the next weekend for assistance and explanation. There was no backing to hold the expensive service in place, however the person on duty advised that there was not a longer piercing option and provided the customer service number to call. I've called Claire's **************** number and left two messages two weekends in a row. I have not received a call back. The piercing continues to fall out and my daughter's nose is in pain.

  Business response

  04/15/2024

  Hello, 

  Thank you for contacting Claire's customer service. We can approve a refund for the nose piercing service on your receipt. Please bring your receipt, and the nose stud when you return to Claire's. I emailed the location on your receipt and let them know you will be visiting within the next seven days. 

  Thank you,

  ***

  1-888-Claires 

   

  Customer response

  04/24/2024

  Better Business Bureau:
  
  I have gone into the store and a refund was processed and issued for the nose piercing service. There are no further issues. Thank you for your assistance.
  
  Sincerely,
  
  Malana Cain    

• Initial Complaint

  03/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I returned unused items from my wedding and received a store credit card. I attempted to use the card and it was rejected online. I called the customer care number on the card and was asked to go to the store. I reported to the store to make a purchase and the card didn't work. We called the number on the card and it still didn't work. I paid cash for the desired items.I recall having returned about $60 in goods, but would like to request a replacement store credit of $75 for the inconvenience.

  Business response

  03/19/2024

  Hello!

  We apologize that the gift card you have does not work. In order to further investigate, please send us an email to **************************************** with a photo of the gift card and the full gift card number. Our team will investigate what issue may be preventing you from using the card.

   

  Sincerely,

  Claire's Customer Service

  Customer response

  03/20/2024

   
  Complaint: 21454897
  
  I am rejecting this response because:
  I am sending pictures to the email address and do not want this case closed until we reach a resolution.
  Sincerely,
  
  ***************************

  Business response

  03/20/2024

  Hello *****, 

  We are sorry to hear about the issues with your Claire's gift card. To assist you better, please provide the numbers on the back of your Claire's gift card. 

   

  Thank you,

  Ken 

  Claire's Customer Service

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

  Customer response

  03/21/2024

   
  Complaint: 21454897
  
  I am rejecting this response because: Photo of card attached
  
  Sincerely,
  
  ***************************

  Business response

  03/21/2024

  Please see our last response regarding case ID #********. The customer incorrectly said they had a $60 nonworking gift card. We will be mailing her a replacement card.
   
  We asked that you post our response to her email below and that the complaint be closed as resolved.

• Initial Complaint

  03/12/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a piercing for myself and my two daughters ages 11 and 8. This purchase includes a free pair of earrings each month for a year. I purchased these in 3 transactions, meaning I have 3 separate receipts however I used one email address because my minor children do not have email addresses. After purchase I only received one coupon (code) for one pair of earrings. I called Claire's customer service to inquire about the 3 pairs of earrings and I was told that I can only have 1 per month because their system can only send 1 coupon code to the email on file per month. Bottom line is I purchased 3 piercings and am only getting one pair of earring per month. This is misleading advertisement and not fulfilling the original expectation.

  Business response

  03/26/2024

  Hello ********, 

  We are sorry to hear about the issues your are having with our free earring promotion. Unfortunately, we are unable to ***** your request to refund the three piercing services you purchased. The link I included which is located on our website states you only qualify once per transaction and per loyalty account. Three sperate transactions on *********** account does not qualify. 

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

  Thank you, 

  **********

  Claire's Customer Service

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

   

*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. ↩