ComplaintsforSpencer Gifts, Inc.

• Initial Complaint

  11/06/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I bought some jewelry from Spencer's on October 24th, 2 items being mailed, and 2 items for same day pickup at a local store. I tried to pick up the items from the store, but they didn't have the items I ordered. I waited a couple of days before getting ahold of the ever-elusive "Guest Services", who ensured me that the order would be cancelled and I would be refunded. The order was cancelled, but I was never refunded the $20 I spent on the missing item.

  Business response

  11/09/2024

  Good evening Eric, 
  
  Upon review these items from order ********* were purchased as part of a BOGO promotion. Records show there was a $31.17 payment captured once the two shipped items were sent out from the warehouse. The Teal and Goldplated Tunnel Plugs item ******** were cancelled prior to pick up; we only charge once items are shipped or picked up from the store, so no payment was captured for this item. Attached are photos showing the payment in the system for this order, matching the value for the two shipped items. If you have a posted charge (not pending) on your current statement reflecting a different amount than $31.17, please provide this so we may reach out to our Finance Department for assistance. If you are unable to attach these images here, please email them to ******************************* with 'Attn: BBB' in the subject line.
  
  Thank you. 

• Initial Complaint

  05/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 5/17/24 I attempted to place an order online @ Spencers . the amount was taken out of my account with authorization hold. It NEVER attempted to place my order. But charged my card anyways . No order was laced but my money was taken. I need authorization hold released immediately! Theres no ****** **** money is completely gone. Those funds shouldve never been taken had an order not went thru. Its now taken my card information, said it was invalid. But took my money. Staring it couldnt verify my address . But if that was the case, it wouldnt have successfully processed my payment!

  Business response

  05/18/2024

  Good afternoon!

  Thank you for reaching out to Spencers ***** Services. We were unable to locate any orders under this email or phone number provided. Each time the place order button is hit it will send a temporary retail (pending) hold to your bank account, which is initiated by the financial institution to ensure the funds are available. These holds will drop if the order does not process, and you will not be charged as we only charge for items once they ship. If you did not receive an email confirmation from us, the order did not go through and any pending hold you see will drop in 3-5 business days. Please let us know if you have any additional questions. 

• Initial Complaint

  01/11/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Hello, I have waited patiently for months on a refund. Your company has lied to me over and over. My order ID is ********* I was told I would be refunded due to my order being tagged as delivered but never was. I kept checking back and keep getting a run around. This is absolutely crazy considering I was promised a refund and the fact it's been months now.

  Business response

  01/12/2024

  Good afternoon,

  The name on this complaint does not match the name on the order. Can the guest please confirm the name this order is placed under so we can further assist?

  Thank you.

  Customer response

  01/12/2024

  
  Complaint: 21121132
  
  I am rejecting this response because: issue isn't resolved and they wanted more information 

   

  ***************************
  
  
  
  Regards,
  
  *****************************

  Business response

  01/15/2024

  Good afternoon,

  We have issued a refund for your order. You should see this refund processed back to you in 7 to 14  business days.

  Thank you.

• Initial Complaint

  12/14/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Today, December 14,2023 I visited spencersonline to make a purchase. I already knew what I wanted so it should have been quick and easy. I spent over 2 hours trying to get the advertised deal. Seasonal Clearance BOGO $1 *online only. No other fine print. There was nothing suggesting it was only for some items under seasonal clearance. The entire bold print promotion was a scam. 61 items in this one section and not one of them worked for the deal when added to my cart. I know because I literally tried them all. By the time I did that, 2 of the 4 items were no longer available in the size chosen. I had to choose another size or different one all together. I reached out via ******** messenger explaining everything as I am now, taking another 30 minutes of my time to get a reply with a phone number asking me to call customer service. I did this and wasted more time for nothing. Clearance sells fast and I am going to miss out because someone messed up somewhere. The lady on the phone was rude. I asked her to visit the site and see what I see. She did that, then spoke to her supervisor about it. Neither of them could tell me why none if the items were not being discounted. She then had the nerve to ask me to call back in 24 hours to see if there was any new information. Are you joking? I have to waste my time trying to get a clearly advertised deal. I am supposed to search around for any info that would exclude those items. I did that and no customer should be hunting for a reason why a deal is not working. My time has value too. I feel like I got baited. This feels deliberate. Then customer service just pushed me to the side. Others may not notice that they did not get the deal and still purchase. I was not successfully baited. This is wrong and needs to be addressed. I want the deal as it reads. I should of had it. Instead ** spending even more time complaining about it just to remain empty handed.

  Business response

  12/19/2023

  Good afternoon,

  We have followed up with our website team to ensure this error is corrected immediately. You should see this resolved shortly.

  Thank you.

• Initial Complaint

  12/04/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  10/9 ordered a Halloween costume, said the shipping was processing for a week. Called to spend an hr with with on the phone to reprocess the order. 11/1 it says the ordered was delivered (a week too late from when I needed it). I never received the items. Now I have been waiting over a month for a refund.

  Business response

  12/05/2023

  Good afternoon ***, 

  We checked our system and see you placed a few orders this year but do not see one placed on 10/9. Can you please provide the order number so we can ensure we are assisting with the correct order?

  Thank you.

  Customer response

  12/05/2023

  
  Complaint: 20954098
  
  I am rejecting this response because, I only placed one order. They tried to resend and I still never got the Halloween costume.
  
  Order number 605395126
  
  Regards,
  
  *******************

  Business response

  12/06/2023

  Good evening,

  We are sorry to hear you have not yet received this refund. Today was the final day for processing and the refund should have been received in your account. We will need to escalate this refund to our ****************** so they can manully enter your refund. Can you please provide the best time for us to contact you to collect the needed information?

  Thank you.

• Initial Complaint

  10/25/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Ive tried to order the same item 3 times now and their website is false advertising. First it shows it is in stock and then they cancel it. 3 times this has happened. Something needs to be done about this.

  Business response

  10/26/2023

  Good evening,

  Can you please provide your email address or one of the online order numbers so we can look into the inventory issues? We do not want our guests to be seeing inaccurate inventory on our website or be able to place orders that will be cancelled.

  Thank you.

  Customer response

  10/26/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *********************

• Initial Complaint

  10/11/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed order ********* on 10/2 with 2 day shipping. My order was separated into 3 shipments. I received the first shipment with no problem (Bride or Die Sash Tracking ********************). The second shipment shows delivered, but it was not received (Tracking ************). And the third shipment I received was a package from Spirit Halloween (apparently a sister company to Spencer's) and it was not my items. I contacted Spencer's **************** and explained the situation. I was just told that my items were successfully delivered and I would need to file a police report to have a refund. I also requested a refund for the expedited shipping because the majority of the order did not ship until 10/5 (3 business days later) and was delivered on 10/6. I was told that my order was in fact delivered within the correct timeframe. Im extremely frustrated with Spencer's for not attempting to resolve any of my issues. I paid for 2 day shipping and that was not honored I should be refunded the $27.99 for that. These items were for my bridal shower. And I only received the 1 item listed above. I did file a police report as requested. My case number with the police is ******** (Reported to Corporal ****************************************). Im still waiting on the refund for the missing items. I explained to **************** about the package from Spirit Halloween and I explained that I had plenty of photos to provide. They didnt offer a return label for the wrong Halloween items or any solutions other than to check inside the bag. As someone who has worked in **************** for 8 1/2 years, this is the worst experience Ive ever had. Please make this right and issue a refund before I file a chargeback.

  Business response

  10/12/2023

  Good afternoon,

  We appreciate the guest providing us with the Police Report information and the photos of the incorrect package. We have issued full refunds for each item that was not received, including the taxes and shipping fees. The guest should receive the full refund in 5 to 7 business days.

  Thank you.

• Initial Complaint

  10/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Order Date: 09-29-2023 Order #: ********* (Online) | Online I need to return my order because ******* not fit my feet the online size chart said that XL fits size 13 feet but it doesn't so I need to return the slippers and get a refund unless you can exchange them for a XXL size?

  Business response

  10/17/2023

  Good afternoon, 

  This online order can be mailed back to our warehouse for a refund on the merchandise within 14 business days of receiving the order. Inf the guest initiates the return online to get a packing slip, the item can be returned at their local store. We do not provide pre-paid return labels for online returns.

  Thank you.

• Initial Complaint

  08/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed an order and then canceled it. The company is refusing to issue the refund. Order number *********. The company told me to dispute the purchase with my card company. They want to dispute a purchase instead of them issuing the proper refund. I had two orders and one was correctly refunded. The other one was not. They are not willing to help me get the refund I am owed.

  Business response

  08/18/2023

  Good afternoon,

  Our order system does not charge until an order ships out. When the order is placed, a pending retail hold is placed on the card to ensure the funds will be available when the order ships. This charge should remain pending for 3 to 5 business days before it expires and disappears from the account. If the charge you are seeing has finalized or remained past 3 to 5 business days, please provide a screenshot of the charge in your banking app or your statement so we can further assist you.

  Thank you.

• Initial Complaint

  08/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I went to Spencers to purchase a gift for my friends birthday on 08/02/23 around 6:30and I paid in cash. It ended up being the wrong size (that the associate confirmed was the correct size when he grabbed it)so we obviously had to return it. So I go to Spencers the next at 1 pm not even 24 hours later and I was told I couldnt be given a refund because I paid in cash. I literally do not have a bank account. Ive always just carried and saved cash. So this is an extreme inconvenience as I cannot get my money back and Im stuck with a product I cant use. And it doesnt help that the employees were rude and werent explaining to me why I wouldnt get my refund. Im over all extremely ****** off cause Ive shopped here for years. And it wasnt even a big purchase. If you cant give CASH REFUNDS THEN DONT TAKE CASH

  Business response

  08/04/2023

  Good afternoon *******,

  Thank you for speaking with us today. We are happy we were able to set up a cash refund for you at your local Spencer's store for today at 3PM. We spoke to the manager on duty and made her aware that you will be coming in. She is set to assist you with your refund. Please let us know if there is anything else we can assist you with.

  Thank you.

*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. ↩