Catherines Customer Service Issues

I am concerned about the late fees I incurred. My billing date fell on a Saturday, so I assumed the payment would post the following Monday. I paid it a day late, thinking it wouldn't matter for a weekend payment. Surprisingly, the payment went through on that Saturday. I tried to get the fee waived, but I already used my one-time waiver in January [redacted]. This misunderstanding is costing me $28 in late fees and $2 in interest. I was hoping to find a way to waive this fee.

As a loyal customer, I placed an order on 11/3/19 for several blouses/shirts on the Catherines website. Due to the busy holiday season, I missed the 45-day return window. When I reached out to Raven B. on 1/7/20 at 6:55PM PST, she informed me that my return couldn't be accepted due to being outside the return timeframe. I suggested receiving a store credit for future purchases on the website, but was advised to visit a physical store which isn't available in my area. Despite asking for an exception due to the holiday rush, my request was denied by Support Staff. As a frequent shopper at Catherines, I am disappointed by their inflexible return policy. I am seeking either a refund or merchandise credit to resolve this matter. Thank you.

I am feeling very frustrated. In October, I placed an order for 2 items with Catherines. However, they never shipped the items as I discovered later. When I checked my account, I noticed that Catherines had refunded the charges for the items, but they had not refunded the shipping charges. It is confusing why I was still charged for shipping when the items were never sent. This resulted in a late fee on my Transunion account which I was unaware of until recently. I have reached out to both Catherines and Comenity to resolve this issue and have the late fee removed from my credit report. It is baffling why I am being penalized for shipping costs when Catherines had already refunded the item charges.

I recently placed an order mainly consisting of clearance items. The delivery was prompt, but unfortunately, there was an issue with one of the items. Instead of receiving one of the bras I ordered, I got a pair of slacks that are three sizes too small, in a tall size, and in a color I dislike. What's more, the price I was charged for the slacks doesn't align with the lower price listed online for them. I reached out to arrange a return but was informed that I cannot exchange the incorrect item due to unavailability. As this mistake was from your end, I am hoping for a refund of $14.98 plus tax.

I placed an order (#[redacted]6) late on the night of April 10th, with an expected delivery date of April 18th. However, I received emails on the 16th and 18th of April stating that my items had not been shipped yet. Despite the payment being deducted from my bank account, it is still pending since I used my debit card. I urgently need the pants for an event tomorrow, the 24th. Sadly, the items have not been shipped, and my money was refunded yesterday. I tried to cancel the order with Catherine's but have not received a response yet. I have been unable to reach them by phone after waiting on hold for 22 minutes. It's frustrating as I'm busy preparing for the event and had to buy pants elsewhere. I am adamant about canceling the order.

On April 20th, I placed an order for 5 t-shirts but only received one without any explanation. After sending three emails and calling the provided number, I finally got through after a 54-minute wait. The representative mentioned that part of the order was back-ordered until June 29th and claimed I had canceled the other two items, which is not true. During our conversation, I got disconnected, which seemed intentional. I needed two of the shirts for my daughter, and now I am unsure what to do. I paid with PayPal and feel it necessary to inform them about this unsatisfactory experience. If I reorder the two shirts, they may not arrive until August. This situation has made me question placing future orders with Catherines. I am also curious if the store locations will be reopening. I had frequented the Arlington Heights, Illinois store and prefer in-store shopping over online. Can you provide an update on my order and why there was no attempt to call me back? - Judy N. from Prospect Heights, IL.

I have some outstanding orders from April 30, [redacted] that I have not received any return credit for. Additionally, I have pending orders from a month ago that have not been fulfilled, even though your website still shows these items as available. On June 3, [redacted], I returned an item using the pre-paid return postage that was included in the order via USPS, but I have not received any confirmation of the return after almost a week. I am considering escalating this issue by contacting the Better Business Bureau of NY.

I am still waiting for my order from June 14th. I received the two shirts but have not received the package of underwear. I feel frustrated paying extra for shipping when the delivery is taking so long. I made this order over a month ago and the delay is unacceptable. I am considering filing a claim with my credit card company if I do not receive my items soon. The delays seem to have increased since the companies merged. I have been a long-time customer of CATHERINES and never experienced such issues before. I am disappointed with the service.

I am still eagerly awaiting the Masquerade Beaded dress set 2[redacted]9-[redacted] in navy blue, size 18WP Petite, which I ordered on June 1, [redacted]. My order number is [redacted]2. I am concerned about the delay in delivery and would appreciate the tracking number. The dress was supposed to ship on June 18, [redacted], and I need it for my granddaughter's wedding. I want to ensure the size is correct and may need to return it if necessary. The payment was made on my husband's Visa checking card ending in [redacted], which was charged on June 29, [redacted], after they mentioned they would only charge once the dress was shipped. The credit card payment has been processed by our bank. Thank you for your help in checking on my order.

On December 1st, [redacted], I placed an order using my husband's pre-paid Mastercard. He was notified via text of a $43.22 deduction. Some time later, I received an email stating the item was back-ordered. Subsequently, I received another email saying the order was canceled due to insufficient funds. I was under the impression that the order had been paid for. After calling last weekend and being informed that the funds would be returned in three days, they still had not been refunded. Today, upon calling again, the representative mentioned that the order was never actually paid for. I find myself in a situation where I am out $43.22, and the item I ordered will not be arriving. This is the first time I have encountered such an issue with an order, despite having used pre-paid cards in the past.

I am very disappointed with the lack of customer service I have received. Despite receiving a tracking number, when checked, it did not show that the order had been shipped. I also paid for 2-day shipping. I spoke with a customer service representative in El Paso who informed me that the order never left the warehouse. Unfortunately, I was only given the option to wait 20 days for a refund. I believe it is unfair that I have to wait so long for a refund due to your company's mistake. I would have appreciated being offered the choice of receiving another dress promptly or getting an immediate refund. I am frustrated with the way I have been treated as a customer and I want my order canceled and an immediate refund. I will be sharing my negative experience on social media to inform others about the poor customer service I have encountered.

On April 21, [redacted], I received a large order from Catherine's that included additional items on backorder. Upon trying everything on, I was extremely disappointed with the poor quality of the items. From cheap fabrics to sloppy stitching and awkward fittings, the products were a far cry from the quality I have come to expect from Catherine's. Even the pajamas were subpar with plastic appliqués and strange closures like Velcro on a swimsuit bottom. When I contacted customer service, I had a frustrating experience speaking with a representative named Becky in a noisy call center in the Philippines. Despite canceling the backordered items, I was informed that I would still have to pay for shipping and return costs. This entire ordeal has left me deeply dissatisfied, and I have decided not to make any future purchases from Catherine's or its affiliated stores.

I returned an item to a local drop-off location on 9-14-22 and opted for a Catherine's credit. However, when I tried to use the credit for a recent order, I was prompted for a pin number that I do not have. After contacting customer service at 1-[redacted], I was directed to call 1-[redacted] for assistance. Despite some challenges with providing personal information, I was unable to resolve my issue as the helpline was only available until 9:00 PM EST. Frustrated, I proceeded with my purchase without using the credit. I am seeking guidance on how to utilize the $33.89 credit owed to me for my next purchase.

In January, I made a large order with you. I have always worn a size 3X, which fit well when I shopped at your Cheektowaga, NY store. However, the size 3X you sent was too big. I followed the return instructions and requested a replacement in size 2X. I haven't been able to try them on as I've been ill and just had surgery. I returned the 3X items only 4 days past the return deadline due to my situation. I kindly ask for an exception as I can't afford to pay for both orders. If you can't help, please return the clothes, and I will donate them. I hope you can understand my circumstances and assist me. Thank you.