- Report: #1347039
Complaint Review: Charlies Project -
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Author Confirmed
Why?
Charlies Project
USA
Web:
www.charliesproject.com
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Charlies Project COMPLETE LACK of Customer Service - Don't Bother West Roxbury Connecticut
On November 15th, I purchased a "pre-order" of Christmas leggings. The website stated that they were due to ship on November 30th. Immediately upon receiving my order confirmation, I realized they were the wrong size. I called into the company, but got no response. I sent an email asking them to update the order to the correct size. I received an automated email back stating that they had received my email, and would address it within 48 hours as "ALL EMAILS WILL BE LOOKED AT". I never got any response from that email.
Fast forward 4 weeks - still no shipment. I get an email from them stating pre-orders were taking longer than necessary. If people wanted to cancel their order because they weren't going to arrive in time, simply send them an email and they'd issue a refund, and "donate the leggings".
I replied back to that email, again asking them if they had corrected the sizing on my order, and asking when they would ship.
No response.
I finally receive the leggings the day before Christmas - and they are still the wrong size.
So I call them, no response. I send in an email asking for a return shipping label so that I can send them back, expressing my disappointment at the numerous times I had attempted to correct this, and it had gone ignored (not to mention the leggings shipped 3 weeks after they stated they would).
I get another automated email back acknowledging that they'd received my inquiry, and also asking me to open a support ticket since they have a new "customer support system". So I open a ticket. Its been 13 days, and no one has even looked at the ticket.
Finally, fed up with their UTTER lack of respect for their customers, I file a dispute with paypal. After a week, I get a reply stating that "my order is eligible for a refund, but I have to pay to have it sent back via a trackable method that verifies delivery". So now I have to pay another $7.00 to ship back a $20 pair of leggings that should never have been sent to me in the first place, had this company bothered to have any level of cusotmer support. I'm just utterly disgusted.
I've not gotten a single personal reponse, reply or acknowledgement from anyone at the company. I have a few friends who had the same issue, and when they posted to contact them on the company's Facebook page, their posts were deleted and they were banned from the page.
Its disgusting to me that a company who poses as a sort of charity "buy from us and we'll donate leggings to people in need" has such atrocious disregard for their customers, forcing them to actually file disputes before they will give their money back after failing to deliver.
1 Updates & Rebuttals
Charlie's Project
Natick,Massachusetts,
USA
Legging Order
#2REBUTTAL Owner of company
Sat, August 05, 2017
We apologize for your expereince. Our policy stated any defects or errors to please return to us and we will refund shipping and correct your order. During the holiday season we expereinced many days and shipping errors due to the shipping contractor used. We have rectfied every situation. Unfortunately with paypal we need to adhere to paypal policies. Please email us at [email protected].
About our Company
Leggings are whimsical, fun and super soft! Charlies Project Leggings for a Cause donates 20% of proceeds to charities & organizations. Created by Charlies mom to bring awareness to autism & down syndrome on behalf of 6 year old Charlie. Shop with a cause and make a difference. www.charliesproject.com
Facebook & Email Company Policy"
Our company responds to all emails, and has rectified any missing orders. Due to shipping issues with our previous shipper we have refunded orders not shipped or lost. As per our company policy we do not respond to emails with threats or vulagrity. Also any facebook posts written on our personal group page in the same manner will be deleted & removed. The facebook group is invitiation only and we reserve the right to remove members who behave in a abusive or vulgar manner or spam our group page or posts. We believe its abusive to those who have volunteered their time to help and against our charitiable purposes. Thank you again and we hope your issue has been rectified. If not please send us an email with name on order and order number if you have it to [email protected] we will assist you.
**Rip Off Report Complaints should require the actual persons name on the order and verify by receipt or credit card statement that an order was placed. We are unable to assist with reports using facticious names or are simply paid compaints to defane our company. These complaints are not verified as we have received offers to remove these unverified complaints for a fee of $25K.
