- Report: #1077268
Report - Rebuttal - Arbitrate
Complaint Review: Loehmann's Inc. (Online)
Loehmann's Inc. (Online)2500 Halsey St, Bronx, NY , Select State/Province USA
Loehmann's Inc. (Online) www.loehmanns.com HORRIBLE! STAY AWAY! Order cancelled and refuses to provide Customer Service Bronx New York
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On 8/18/2013, I made a purchase on www.loehmanns.com, the process went through and I received a confirmation email from both Loehmann's and from my J.P. Morgan Chase Bank that the order and charge was pending. On 8/19/2013, I received an email stating that the order was cancelled for possible fraud (Order#: 230200). No attempts was made on their part on contacting me through the phone, even though the number was provided. I called customer service and verified my identity and informed them that the order was placed legitimately and would like the order to go through. The customer service representative stated that they are unable to make any changes and that they will have to email another department to handle the issue and it will take up to 3-5 days. I asked if there was any way that I can expedite this through a manager or speak to the other department directly so that I can have this processed right away, to which he replied "No, I can only email them". I asked the customer service representative if this guarantees that the products I ordered will still be available at the discounted rate to which I initially ordered the product? To which he replied "Most likely not".
After a failure attempt at resolving anything over the phone, I chose to email the customer service directly. I informed them of the issue and even the reason why it might have been flagged as a possible fraud. (Details) Order was placed by my fiance from Chico, CA Order was placed using our Chase Freedom Visa Card (joint account) Billing Address is from San Francisco, CA (mine) Shipping Address was to Ridgefield, NJ I explained that the reason why I would like to have the items shipped to New Jersey is because they provide a service where they will ship the items internationally. (since Loehmann's do not provide this service) I received an email back stating that the order was cancelled due to them, "not accepting orders originating outside of the US or using credit cards from outside the US" also that they "could not withdraw because of the orders international status so the hold must be released from your bank" I made a call to Chanse Bank and explained the situation and they stated that the charge is in "Pending" status and the merchant has not claimed the funds that is already authorized. This is true since I received an confirmation that the order was placed and it reflected on my account.
I replied back to the email stating that there is nothing international about this order. And taht I spoke with my bank and that the funds are readily available and that they are the ones not claiming it. I also gave them the breakdown listed above (Details). All I wanted was for them to ship the products to New Jersey and the rest will be taken care of by me. (why would it matter to them where I will be moving the item to? Does this mean that I am unable to purchase items and take it out of the US?) They replied back stating, "upon further review our fraud specialists denied your order due to the shipping address. We do not currently ship to third party shippers as this causes many issues with returns and our international policy stated previously. I apologize but we cannot fulfill any order that is to be shipped to a third party shipper." This is not disclosed anywhere on their website and the only reason why they were able to figure out that it is a third party shipper is because of my disclosure. Which does not explain why it was cancelled in the first place, and their claims of it being an international order was bogus. I told them that they should have explained this on their website so that we could have avoided all this from the very start. I told them to please ship the order to my billing address. They did not reply back nor did they reorder my order. I checked the order status and clicked order again, but now the price is completely different and a lot higher than it orginally was. This has been an extremely difficult and frustrating experience and feel that their customer service department is a joke. They are "unable" to resolve any order issues. This is ridiculous and unacceptable from a company that states that they care about their customers.
This report was posted on Ripoff Report on 08/19/2013 11:46 PM and is a permanent record located here: http://www.ripoffreport.com/r/Loehmanns-Inc-Online/Select-StateProvince/Loehmanns-Inc-Online-wwwloehmannscom-HORRIBLE-STAY-AWAY-Order-cancelled-and-refus-1077268. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.
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