Chico's Customer Service Issues

I am disappointed that my blouse shrunk despite following the care instructions meticulously. I purchased it in April for a special occasion, and it has only been worn twice. I washed it with care, but it still shrank. Unfortunately, I cannot locate the receipt now. I have been a loyal Passport member for a long time and would appreciate your assistance. A replacement would be preferred over a refund, as I intend to dry clean it in the future. I believe some form of compensation would be fair given the circumstances.

About a month ago, my email from your company started acting up. Sometimes it would download a few pages and then stop, or not open at all. It also wouldn't let me click on anything if it did load. This issue is only happening on your site; others are working fine. Have you upgraded or enhanced the program recently? The site is not functional for me, and waiting on the phone is not an option. I have enjoyed doing business with you but may have to leave if this continues. I believe the problem is on your end. Please provide a phone number for support. My email is [redacted] Thank you.

I recently purchased a blouse from your catalog a couple of months ago. I initially ordered both a medium and a large size as I was unsure of the fit. Fortunately, the medium size fit me perfectly, and I intended to return the larger one. Unfortunately, I was involved in a serious accident, resulting in three broken pelvic bones. Due to my condition, I have been bedridden and unable to arrange for the return within the 30-day window. While I understand your policy, I kindly request an exception considering my circumstances. If a refund is not possible, I would greatly appreciate a credit at the Kierland Chicos store in Scottsdale, Arizona. Thank you very much for your understanding. Regards, Colleen H.

I have been trying to reach customer service by phone for the past three days, but unfortunately, there has been no answer. We have been loyal customers of Chico's for years and never had to contact customer service until now when I encountered an extremely rude store manager at the Boca Raton location. After making purchases on 10.27.18 for early Christmas shopping, we discovered a size 00 blouse in our order, which we have never purchased before. Additionally, we were charged twice for the same blouse. When I visited the store three days ago to address these issues, the manager was unhelpful and only cited the 60-day return policy. Despite being a regular shopper, my concerns about receiving the wrong size, a damaged blouse, and being overcharged were dismissed. I would appreciate it if Chico's could contact me regarding this matter. Thank you for your time and attention.

Hello, good morning. I recently bought 2 pairs of pants from the Clay Court store in Carmel, Indiana. I got a pair of jean capris that I really like. However, the white slacks I purchased were extremely wrinkled the first time I wanted to wear them. I tried using wrinkle treatment in the dryer but the wrinkles persisted. After ironing them, I laundered them, and now they are once again very wrinkled, requiring ironing before wearing. I have been a loyal Chico’s customer for years, and I am quite dissatisfied with the quality of these slacks. Additionally, when I tried on the slacks in the store, I asked for a different size for a better fit. The salesperson suggested the fit issue was due to my weight, but I believe I was given capris instead of the slacks I requested in a different size. This experience has left me feeling let down by Chico’s.

In spring earlier this year, when summer clothing arrived in stores, I purchased an outfit containing pants, a jacket, and a knit shirt at Chico’s on East Cobb Avenue. I intended to wear it for a special occasion. Due to discovering I am pre-diabetic, my diet changed, resulting in weight loss. Today, I visited the store to exchange the pants from size 3 to size 2.5. However, a short blonde employee informed me it was past the 65-day return policy, suggesting alterations or consignment instead. The pants I seek in size 2.5, the So Slimming Brigitte button hem ankle pant in basic Sand [redacted]04 in 3R, are still available at Chico’s. I am disappointed with this service as a loyal customer of 20 years who has made significant purchases at Chico’s across multiple states. I feel disheartened by this lack of customer care and may reconsider shopping at Chico’s in the future.

To the Customer Service Team, I wanted to provide feedback without downloading a survey. I have been a loyal customer at your store and have always appreciated the attentive and helpful staff. However, I have noticed a decline in the level of service over the past year. I often find myself unassisted in the dressing room and feel overlooked. While I appreciate browsing independently, it would be beneficial to have staff check in on customers occasionally. I personally struggle with chronic back pain, which makes shopping challenging, but I understand that this is not your responsibility. It would greatly improve the shopping experience if customers were acknowledged and assisted when needed. This personalized approach is what sets Chico’s apart from larger department stores, and I hope to see a return to this standard of service. Sincerely, Mary Ann F.

Recently, I bought items at the Chico’s store in Naperville, Illinois. I was disappointed in how the salesperson packed my items into a small bag, causing part of the items to stick out and the bag handles to come undone as I left the store. It felt rushed and careless compared to how things were handled years ago. In the past, each item was carefully wrapped in tissue paper, placed in a larger bag with lovely ribbons, creating a much more pleasant shopping experience. This attention to detail seems to be lacking now. After my Chico’s experience, I shopped at Talbots and noticed a stark difference in how my items were beautifully wrapped in tissue paper, placed in a box, and then in a suitable bag with sturdy handles. I recommend reminding the staff at Chico’s to take more care and pride in how they package customers’ purchases, as the quality of the merchandise deserves better presentation.

On 07/01/[redacted], while shopping in Chico's store at Merchant Square in Williamsburg, VA with my friend and service dog, I encountered a customer service issue. My service dog, properly attired in his vest and ID tags, was questioned by an associate upon entering. Despite being well-behaved on his leash, another associate questioned the need for a service dog as I was leaving, leading to an uncomfortable exchange. As a loyal customer to Chico's, WHBM, and Soma, my previous experiences have been positive. However, this recent incident highlighted a lack of ADA awareness among the associates. As someone with multiple sclerosis who relies on a mobility service dog, I felt the need to address this issue so that associates can better understand the importance of service animals. Thank you for your attention to this matter. Sincerely, Y. Macdowell

I recently completed a Medallia survey from Chico's this morning. I have been a loyal Chico's customer for over 20 years at the Barefoot Landing location in North Myrtle Beach, SC. I adore the store, management, and staff. It's always my top choice for dress or casual wear. While I visited the Chico's outlet store on Hwy [redacted] at the Tanger Outlet in the Conway/Myrtle Beach area yesterday, my survey feedback was about the outlet store. Unfortunately, the survey did not ask how many Chico's stores I visited or specify which store had the issue. My main concern is the decision to move boutique items to an outlet, especially during big sales promoted through email and social media. As a senior who prefers shopping in-store over online, this has created stress and detracted from my shopping experience. Please address this matter accordingly. How Chico's corporate handles this will influence my future shopping decisions. Best regards, Jennifer W. North Myrtle Beach, SC [redacted] [redacted]

Good morning. This is my second attempt to resolve an issue. When I tried to return a necklace my sister bought me using her birthday reward for an exchange, they refused and said I would lose the reward. I've been a loyal customer of black-and-white, Chicos, and Soma for over a decade. Even though the item was on clearance for $19.99, I wanted to exchange it for a similar necklace, but they declined. I ended up buying an ornament instead. I don't understand why a simple exchange is such a big issue, especially during these times. I also have a birthday reward pending, but due to this experience, I may not use it as I am not satisfied with the service provided. If I had returned the necklace without the receipt or the purchaser's name, I would have received the full amount instead of -$10. This whole situation seems unreasonable to me.

Good evening, I wanted to share my recent experience at [redacted] Dulaney Valley Rd. Towson, MD today between 1:00 pm and 2:00 pm. As an African American woman, I felt unwelcome and unassisted in the store. When I observed a Caucasian woman entering five minutes after me and receiving exceptional service, I was disheartened. It's important for the store to have more diversity to prevent such situations. After discussing this with another African American woman from a different location who avoided the store due to feeling unwelcome, I realized I had to bring this issue to your attention. Thank you. H. Thomas