Complaints

• Initial Complaint

  12/15/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Made a return, never got my refund. Have called three times, no resolution.

• Initial Complaint

  06/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I have not been able to charge anything to my Avenue CC since Oct. 2023. Avenue says it's Comuniety = A banks issue, the bank says it an Avenue issue. They both tell me we can not get all 3 of us on the phone together to see if we can get this resolved. Avenue thinks it could be a website issue. Well it's their website. The Bank is not tracking any issue. I've called & emailed customer service every week for the last 8 months with no resolution.Supposedly Supervisor ***********************, has been trying to call me but I have no missed calls or missed ***** numbers on my phone. Every time he's @ work when I call customer service they say he's there but he's busy right now.. But I'm an Elite Avenue member, he'll have to call me back. He can't take 10 minutes to speak with me & this has been ongoing for 8 months, and he's the Supervisors. My account is paid on time, I have no late payments, I still have quite a bit on my credit limit, I've cried the blues to everyone @ Avenue that I've gotten on the phone to be told, it'll have to be expedited this to management (joke). I've asked for the corporate and or Avenue HR ***** number no one knows them. Basically the past 8 months has been a run around with ******************************** resolve.

• Initial Complaint

  02/14/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I made a purchase back on February 6th, ****, I returned the items to them via the company's return policy per their website and thinking they will only charge me $7.95 shipping cost to return to them which they have stipulated in their return policy HOWEVER, they started charging me a whole bunch of stuff on top of that which was not agreed upon NOR was it stated on their return policy. For a HUGE company, they sure know how to nickel and dime their customer for shopping and patronizing them. NEVER AGAIN!!!

  Business response

  02/14/2024

  Hi ********,

  I'm so sorry to hear that this was your experience with this purchase! I've had a look in to your order and the communication with our team and on this occasion have processed a refund of all remaining shipping fees.

  I can see that you have a current ticket open with us through ********* please do not hesitate to contact us back if you have any further queries or concerns.

  Kind Regards,

  Avenue Team

  Customer response

  02/15/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  01/28/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unresolved

  More info

  Order # *********** Order Date: January 23, **** Received wrong item from Avenue.com. Reached out via chat to customer service (CS). CS asked for proof of wrong item in the form of a photo. I sent proof of wrong in the chat. ******** (CS agent) refused to send the wrong item or issue a refund saying they need to investigate why the warehouse sent the wrong item before I can made whole. I informed CS if they did not offer refund or send new (which I would have preferred) that I would file complaint. CS refused saying they needed to investigate the warehouse first. This is ridiculous that I can provide proof of wrong items and not be made whole.

  Business response

  02/12/2024

  Hi ********,

  I apologise for the delay in our response. Looking into the ticket with our customer service team i can see that you were provided with a refund on 02/02. 

  If this is not the case or you would like us to look into this further please let me know.

  Many Thanks

  Avenue

  Customer response

  02/14/2024

  I am rejecting this response because:   Company purposely delayed response to BBB in order to force customer to accept conclusion with threat of closing ticket without rectification. I was never offered the actual item I ordered. I was only offered a refund after complaining to BBB by same CS rep. I was denied speaking with a supervisor. I was only allowed to communicate with customer service rep that refused to rectify the issue until I filed a BBB complaint. **************** is horrible.

  Business response

  02/14/2024

  Hi ********,

  I'm so sorry again that this was your experience with this purchase, on this occasion as we still have the item you didn't receive in stock we'd love to send it out to you.

  Please let me know if you'd be happy to proceed or if you have any further queries.

  Avenue Team

  Customer response

  02/15/2024

  I have reviewed the business response and accept this resolution. I would really, really love to have the dress. What is going to be the cost to me in regards to your offer?

• Initial Complaint

  01/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had a store credit of $29.40, purchased 2 pair of choose and had to pay an addional $45.60. I returned a too small pair and could not find my refund. I reached out to avenue and they said they gave me store credit. I stated my refund is less than what I paid out of pocket, please refund my cash. They said since the order included the use of store credit they could only give me store credit, which I did not have at this time of discussion. I replied, my refund is less than the cash I added to my order so I wa t my cash back. Nowhere does their website state that this item could be given store credit only for returns. In a normal store, if I use a gift card and cash to buy and later return part of the order, they will refund me cash for up to the amount I paid cash for ...avenue refused and now I have store credit again and I feel like they are MAKING me shop with them in unethical practices and want my mo ey back. Of note, over the last month I have been taken advantage of by businesses and being g a consumer in this today robot age is becoming terrifying. I may have another complaint against at and t next. You will see my name again as I am tired of being g taken for granted with my hard earned money.

  Business response

  02/12/2024

  Hi *****, 

  Thank you for reaching out. I am sorry to hear about your recent experience with your return. 

  Looking into this further i can see that we have since refunded the amount of the credit note, $29.49. As well as the original refund of $8.70.

  Please let us know if you require anything further from me,

  Many Thanks

  Avenue 

  Customer response

  02/13/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  12/12/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a dress from Avenue Clothing Store. I bought the dress early in the season because they tend to sell out of my size fast. I was waiting until the weather cooled because I bought the dress to buy with a specific pair of boots. A gentleman at the church where I work passed away and decided to wear the dress to his funeral. Washed the dress as instructed. The day of funeral I put on my tights and boots then the dress. After I got the dress on I realized TWO of the buttons were missing. I couldn't wear the dress because of the gap. The buttons were in sequence, one below the other. Had to rush and find something else to wear. I contacted Avenue and requested a refund and free shipping label to return the dress. They refused to refund my money stating because of the time passed AND that I had worn the dress, they wouldn't refund my money. They offered a ***** store credit as an apology. I have a 70 something dollar dress that I can't even wear. NEVER had the opportunity to wear!!! Now I will have to try to find some buttons to match the dress or just set fire to it. There are numerous buttons as the dress is a maxi length and buttons from the neck to the bottom of the dress. This company is a rip off. It should be against the law to do this to people. I will never do business with them again and certainly tell everyone I know to never order from them.

  Customer response

  12/19/2023

  Thank you so much for your help. I made contact with the company and they refunded all of my money except for the **** shipping. They had it marked that I didn't pay shipping, which I did. It was a special **** shipping on items over 35.00. 

  Customer response

  01/20/2024

  I contacted the company again regarding the cost of the shipping that wasn't included in the refund. They did refund the shipping cost too. In total, they refunded the cost in it's entirety. Thank you for your help! 

  Sincerely,

  **************************;

• Initial Complaint

  12/12/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I received a defective item in my order that I received today it was a blue ladies flannel and has a pinhole at the pocket of the flannel the order number is *********** I contacted the avenue customer service and they didn't help me and stated all sales are final and they just had me send photos of the defective item without solving my issues as you can see in attached photos there is a tiny pinhole by pocket sleeve that in time will gradually get bigger in size after wearing and washing etc.

  Customer response

  01/18/2024

  The issue with the order was fixed.and I received my replacement from the business thanks 

• Initial Complaint

  11/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  False, manipulative, and persuasive online bargains and advertisement. I, ********************************, hereby submit in writing the truth in hopes of helping speed up the process of my complaint unfortunately.On November 1st, 2023 I'd placed my very first online order with City Chic excitedly after keeping my eyes on the description item "Miss Mysterious Coat-dark cherry". November, 3rd, 2023 Immediately after it had arrived I was on the with *** Jhoana concerning my issues with the item/UPC #********* ************* from order #********** ARRIVING NOT AS IT APPEARS ONLINE. The *** provided me with this email ******************************************** to submit detailed photos included the price tag still attached to the item, etc. Likewise for the exact reason she email me seeing as to my technical issues and difficulties with sending out emails to them at that moment on both my tablet as well as mobile device. November 4th, 2023 I received confirmation that absolutely every email sent to City Chic customer had been received.Nonetheless, I felt that by contacting professionals such as the BBB for a more rapid response concerning my full refund. And, a $35 customer courtesy gift card for the inconveniences. Also, as explained if not for lack of mobility, disability, etc I wouldn't have to shop online as much so. Therefore, it's not likely that I'd be able to go out to neither ***** nor *** to pay to have this item returned to the merchant. That's unfair to me. Let us find a much better way to resolve this matter immediately please!I have upcoming medical appointments, etc. I need to find a coat that makes my heart smiles in that color red that fits my taste hopeful.Best wishes of HaPpY holiday season ahead.Thank you so kindly, all! Ms *******

  Business response

  02/19/2024

  Hi *******,

  I'm sorry for the delayed response and the experience that you had with this purchase. I have looked in to your case and can see that we have now refunded this item.

  Please do not hesitate to contact our ************* Team if you have any further queries or concerns via email ******************************************

  Kind Regards,

  City Chic Team

• Initial Complaint

  08/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I made a purchase in June, then I was in the Hospital from June - August the order came in but i did not see it or open it till August I tried to return it and the company said the following even if I explained that it was impossible for me to return it within the ********************************************************************************************************* send them pictures to show the tags are still on.Dear ***** We are contacting you today in order to confirm we have been able to fully review your most recent request from Avenue Order: ***********. We have looked into your request details and information on your case. We are sorry to hear about the situation you have gone through. According to company policies, we are unable to take the items you requested to return. You can return your purchase for up to 30 days from the shipping date on your original packing slip and it has been past that time frame. Even if we took into consideration the date you received your package for the date you contacted us it is still past the 30 days. For quality assurance, we can no longer consider an item as new after 30 days that it has left our warehouse.Our stock is constantly changing and normally after 30 days, the items bought are no longer available, therefore not resalable as in this case. We are sorry but because of the previously mentioned, we are unable to make an exception to our policies.We apologize for any inconvenience this has caused and that we cannot take the items in any longer. If you have any future inquiries, feel free to contact us via email or phone and our agents will gladly help you.

  Business response

  09/11/2023

  Hi *****,

  We are sorry to hear about this. After looking further we see that a resolution has already been provided to you for your order *********** on ticket #******* on August 22nd. 

  Of course if you have any further questions please feel free to reach back out to us.

  Thank you 

  Avenue Online Team

• Initial Complaint

  08/16/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased items from the website Avenue.com and the transaction date was August 8th ******************************************************************************************************* esle it would not be delivered avenue stated that the package was delivered and as I mentioned to them I didnt sign nor did I receive a package from them they stated they are not responsible for items that arent received however they are trying penalties me for a package I honestly did not receive so I am little bit frustrated with this company please help me resolve this urgent matter ??

  Business response

  08/31/2023

  Hi *******,

  We are so sorry to hear this. Our shipments are sent *** ground which packages sent *** ground do not require signature. We attached the *** shipment details as well where if signature was required it would state so.

  If there is anything else please reach out to the customer service team and they will be happy to help

  Thank you 

  Avenue Online Team

  Customer response

  08/31/2023

  I am rejecting this response because:   They are refusing to refund me for items I never received 

  Business response

  08/31/2023

  Hi *******, 

  We understand. We see the items were successfully delivered to the address used to place the order, along with photo proof the carrier made the delivery. We see you have a open ticket with our agents all communication will now be sent through that channel.

   

  Thank you 

  Avenue Online Team 

  Customer response

  08/31/2023

  I am rejecting this response because: you guys are a awful company and you guys are being unfair because I never received item from you guys and you guys keep trying give me a gift card and store credit I didnt give you guys neither one of those payment method so I want a full refund I NEVER RECEIVED ANY ITEMS  FROM YOUR COMPANY AND I WOULD GLADLY APPRECIATE IF YOU GUYS DID THE RIGHT THING AND GAVE ME MY MONEY BACK 

*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. ↩