Torrid.com Customer Service Issues

As a member of the Torrid Platinum Card program, I received an exclusive email offering 40% off everything online and in-store for a limited time. When I logged into my account through the app, I added items to my shopping cart but the discount wasn't applied correctly. Despite following the instructions to sign in for the discount, I'm only seeing 25% off at checkout. With only 12 hours remaining and being unable to visit the store due to work, I'm concerned I won't be able to purchase the items I want. Is there a specific code I should use or can I place the order through your assistance? Thank you for your prompt attention to this matter. Looking forward to your response. Thank you, C.D.

My name is Amanda Coyle. I have contacted your customer service multiple times recently, but despite assurances of a callback, I have not received any follow-up regarding an incident that occurred at [redacted] S Arizona Mills Cir Ste [redacted], Tempe, AZ [redacted] on 10/5/[redacted]. The employees named Krystal and Ana were involved in the incident at the store. During my visit, while trying on a pair of jeans that an attendant had brought to me in the dressing room, I was poked by six sensor pins on my leg. Subsequently, the assistance abruptly stopped, and I was asked to complete an incident report while trying on a bra without adequate privacy. I felt discriminated against by the handling of this situation. Despite my repeated attempts to contact the responsible party, I have not received the promised callback. I request a prompt response to address this issue.

I recently had a shipment split between FedEx and UPS, with the UPS package being lost. After contacting Torrid, I encountered challenges with representatives and learned that some items in my order were out of stock. Despite a promised refund if the package was found, when UPS located the package, Torrid claimed they couldn't verify the situation discussed earlier and only offered a refund. Frustrated by the lack of follow-through, inconsistent information, and poor customer service, I insist on receiving my original items rather than a refund. The supervisor I last spoke with denied me that option, insisting the items were to be restocked online. I seek immediate resolution by a competent representative to address this disappointment and the mishandling of my situation. I request the package with tracking number 1ZA00R42YW[redacted]2 to be sent to me as initially promised.

I have been struggling to place my order for the French Terry denim jacket in size 0 on your website for the past 24 hours. Despite providing my card details at checkout, there seems to be an issue with my payment options. I am determined to purchase this jacket, even though it has been a challenge with the fluctuating availability. The site indicated 1 left last night, then none, and now 1 in size 1. I am anxious that someone else might purchase the last available item. Can you assist me with this matter? Thank you, Diana Y.

On 11/07/[redacted] around 7:15 pm, I spoke with Alyssa or Vanessa regarding a 25% discount on bras with a welcome coupon. Online, the total showed as $[redacted], which I couldn't afford. After discussing, the corrected amount was $[redacted] for just the bras. No confirmation or tracking number was provided. The background noise during the call made me uneasy, as I could overhear inappropriate language. I still haven't received any follow-up on my order and doubt I'll use the online services again.

I recently purchased a dress and realized the security tag was left on. After driving 40 miles to the store on a Sunday, I found it closed, though staff were inside. When my husband tried to speak with them, they ignored us and refused to assist. We were told nothing could be done. I now have to make another trip to have the security tag removed, and this experience has made me hesitant to shop there again. Good customer service is crucial for any business, and this fell short. This occurred at Torrid in the Maine Mall, Portland. Thank you. - Lori R.

I've been trying to make an online purchase from Torrid for the past two days, but every time I try to place the order, I get an error message saying the payment process couldn't go through. I'm certain I'm entering my card number and billing address correctly because I have them right in front of me. Strangely, the money is being deducted from my bank account each time I attempt to place the order, so I'm confused as to why it's not going through. I reached out to customer service, but after a 45-minute hold, the brief conversation I had with a representative didn't resolve the issue. I just want to complete my purchase while the 30% off sale is still available.

I encountered a very unpleasant sales associate. Your website and customer service representative assured me that I could return my Christmas gift as long as I had the receipt, even if the tags were removed. However, the sales associate I dealt with insisted loudly and rudely that I needed the tags for the return. I mentioned the online policy and what I was told by two other customer service representatives. When I requested to speak to someone else, she proclaimed, "I'm the manager, there's no one else to talk to," and refused to provide any contact information for a higher-up. I simply want to exchange the items since my son spent $[redacted] on items that don't fit. I also intend to file a formal complaint about the store associate's conduct. This unpleasant incident occurred at your Summit Mall location on Dec 28, [redacted], around 7:20pm.

When attempting to make a purchase, my cart displays a $50 shipping fee, but then claims there is a $25 discount. Despite reaching out multiple times, there has been no resolution or communication from the company regarding this issue. Following their suggestion to log out, delete items, and log back in did not solve the problem. I am disappointed with the lack of response and attention given to my concerns. Today happens to be my birthday, and while browsing the website for items I wanted to purchase, I encountered this ongoing shipping cost dilemma. Even if the $50 shipping fee is correct, I simply need clarification and confirmation from the company. Despite being informed by their staff that this pricing is incorrect, it has not been rectified. This experience has left me feeling undervalued and overlooked as a customer, which is disheartening considering how much I enjoy their products. If anyone has recommendations for other similar companies, I would appreciate the suggestions. Thank you.

I have been trying to process a return for over two weeks. Initially, I called for a return label as it was missing from my package. It took two calls to request the label. On the second call, I was informed the label was "universal" and could be used at either UPS or USPS. However, UPS and USPS didn't recognize it. I contacted Torrid Customer Service again, and they apologized for the inconvenience and promised to send a prepaid label. Despite multiple calls, as of now, I still haven't received the prepaid label. I had to make six phone calls to Customer Service and spend an hour going to different stores because of the incorrect information provided. This process has been frustrating and time-consuming, and I am disappointed with the service.

I am a senior named Denise Rivers with a disability. I ordered merchandise from a store and needed to return some items. Despite being told there was a return label in the package, it was not there. I contacted UPS, who couldn't help without the label. The store claimed there was a return label, but there wasn't. I had to pay for an Uber to take the package to UPS. After multiple calls to customer service, they said it would take 48 hours for a label. I explained I couldn't print it and needed assistance. Eventually, they said they would send the label to UPS. I felt unsatisfied with the service as four different people gave conflicting information. I expressed my difficulty as a disabled senior needing assistance and felt the situation could have been handled better with a proper label in the package initially.

During my visit to Washington DC in August, I was thrilled to see a Torrid store at Dulles Town Centre since there are no stores in England. However, my excitement turned to devastation when I experienced extremely poor customer service. Upon entering the store, the lady initially greeted me but then made a negative comment implying there was nothing for me there and even gestured for me to leave. This made me feel embarrassed and excluded, especially with other customers witnessing the incident. I don't know if it was my appearance, tattoos, or size that led to this treatment. It's been weighing on me since it happened, and I feel deeply upset as I had hoped to finally feel accepted at Torrid.

I have been trying for over 3 weeks to get a return slip from Torrid. I have spoken to multiple representatives without success. One advised me to go to a UPS store to request a return to sender label, which was not helpful. I purchased the boots through PayPal. After speaking with Kiara, a supervisor, who promised a response in a week, I have not heard anything. Today, Tyler, an operations supervisor, assured me he would send the label today via email, but I have not received anything. I am extremely frustrated and demand a return slip immediately. My order number is DT[redacted]. This level of service is unacceptable. Bogus.

I am experiencing a few challenges at the moment. Unfortunately, I seem to have misplaced my credit card during my recent move from Big Rapids, MI to Grand Rapids, MI. This issue has been exacerbated by difficulties receiving my mail promptly, which resulted in my Torrid credit card bill arriving late. Regrettably, with the delayed mail, I missed the payment deadline by a week, leading to a $35 late fee. Despite my attempts to rectify the situation by registering my account online to make the payment, I am unable to do so without my credit card handy. The website prompts me to retrieve my account number from my monthly statement, but only the last four digits (-[redacted]) are visible, which the system does not recognize.

I made a purchase at Torrid on 03/01/20 using their credit card for $[redacted].19. I returned part of the purchase on 03/09/20 for $[redacted].69 back to the same card. However, as of 03/16/20, the credit hadn't shown up. I reached out to the Fresno store, and Yasmine advised me to bring the receipt for correction. Since I couldn’t go, I sent my husband, an authorized user, to handle it. The store manager, Teresa, explained that it could take up to 6 business days to process the refund. She asked me to call back on 03/17 if the credit was still missing. After calling, I was informed that the store was closed until 03/30 due to recent events. Diego mentioned there was nothing that could be done at the moment. I live in Fresno, CA, but will be moving by the end of March. I really need this issue resolved before we relocate.

Hello, I am reaching out regarding the return label issue I have experienced. The order number in question is DT[redacted]. Despite multiple calls to customer service, I have received conflicting information about the return label. I was instructed to purchase the correct pair of jeans and send back the incorrect size for a credit. Unfortunately, the return label was never provided, and I had to purchase another pair of jeans without receiving my credit. Due to the challenges of returning items during the Pandemic, I have been unable to return the jeans in person or by mail. Despite assurances from a supervisor last year, I am still awaiting the return label. This situation has resulted in me being out of $60 for two pairs of jeans, when I only wanted one originally. I am still hopeful for a resolution and the issuance of the return label.

I have been struggling to reach customer service. I waited for over an hour and a half yesterday and over an hour this morning. It would be great if they could inform customers of their queue position, estimated wait times, and provide an option to request a call back. The hold music is also quite annoying. I am trying to address a missing item in my shipment from Torrid. Although items were shipped separately, the first package only contained the kimono top, missing the jeans I ordered. It's essential for me to receive my jeans soon. It's urgent, and I hope to hear back from someone regarding this matter promptly.

I'm concerned about my order # DT[redacted], which hasn't arrived yet. I made the purchase on the 5th and today is the 9th. I paid $28 for overnight delivery. According to the tracking information, it was out for delivery on the 7th, but then an "exception" occurred due to a security check. I suspect it might be because they couldn't access the gate code to my apartment. Surprisingly, no one reached out to me for assistance. I attempted to contact customer service twice, waiting on hold for 13 minutes and 21 minutes, but did not get through.

I had a frustrating experience with Torrid recently. Firstly, I was double charged for an online order and had trouble getting assistance from customer service at Torrid or Comenity Bank, the store's credit card issuer. Secondly, I received an email saying a different order was delivered today, yet I've been home all day and received nothing. Furthermore, I never receive points for opening their daily emails and don't get credited for Haute Cash or Torrid dollars when I order online. I've given up on these issues and have stopped shopping at Torrid for over a year. I've had much better experiences at other retailers like Stitch-Fix and Nordstrom. I can't recommend Torrid due to their poor customer service, low-quality clothing, and lack of honesty in my interactions with them. Good luck if you need assistance from them.

I bought a pair of boot heels yesterday at your University Park Mall store in Mishawaka. It was the last pair in my size (8.5), unavailable online. I noticed they appeared worn and mentioned it to the manager at checkout. She acknowledged they seemed used, likely a return. I asked for a discount due to their condition and lack of a box since I couldn't order a new pair. The manager said that wasn't possible; I had to pay the full price. I think I should have been offered some accommodation. The manager was polite in assisting me. I'd like to find a resolution. I've been a rewards member since the store opened in that location. Jamie