By A'Dell
My brother got married two weeks ago (!) and in January I was feverishly searching for a dress to wear to the wedding. I ended up buying several dresses from several online retailers, returning all but The One.
I bought two dresses from ModCloth and discovered the hard way they have a super tight return policy. Did you know that? We have featured ModCloth products many times here at Style Lush.
All return packages must be received within 30 days of the date the order shipped from ModCloth. That is, the product must be back in their hands 30 days from the date it shipped out. A ModCloth representative told me it can take up to two weeks for a package to make its way back to ModCloth, using their (free) shipment label. TWO WEEKS! If a package takes 2 or 3 days to get to you in the first place? You'd need to put that puppy back in the box PRONTO to make the deadline. I think it's fair to call it a 10-days-ish return policy, since that's about how long you'd have to sit with the item and make a decision if you wanted to play it super safe with the box arriving back to them.
10 days is not a long time.
Making it even tougher to decipher the true date you need to get it back in the mail, ModCloth doesn't say anywhere on the site, on the shipping label or in the return policy printed on the invoice in the box, that it can take up to two weeks for the package to make its way back to ModCloth. That makes it pretty impossible to figure out when you need to ship it back, to beat the deadline and get your money back. There's also no mention of the policy in the shopping and check-out path. You'd only know this if you clicked on the actual return policy link.
You see where this is going, right?
I missed the window. I missed it by several days, mostly because I hadn't a clue it would take so long to get the package back to them. Most of the places I shop offer at least 30-days shipment date to shipment date return policy or (even better) a policy that allows a return any time for any reason. (Those are my favorite places.) ModCloth's policy REALLY SURPRISED me. Their policy is even a little fuzzy, stating that you can't get a refund at all and then a few lines later that you can get a refund minus a 50% restocking fee.
Obviously, ModCloth isn't really encouraging you returning their merchandise. I wrote to ModCloth and expressed my disappointment and confusion. ModCloth wrote me back a few days later:
Thanks for writing in and apologies for the belated reply....To help clarify, when an order is sent back to ModCloth with one of our labels, it can take 1-2 weeks to reach us. While this is not the most expeditious method, it is free and facilitates the option to return an item. While there will always be exceptions, our return policy is in-line with most e-retailers and furthermore, we like to make ourselves available 24/7 through various channels of communication, so that if a customer has any concerns he or she may reach out to us. I'm very thankful that you took the time to write a thoughtful letter, voicing your concerns, as we consider this feedback invaluable.
I would also like to thank you for taking the time to read our return policy.
To try and make sure your first ModCloth experience leads to many more, I would be more than happy to note your profile for our returns team, so they may allow a full refund for your returned items. If you have any future questions about ordering, returning or receiving credit/refunds, please feel free to contact me, or any of us, and we would be happy to help.
They gave me my money back (PHEW! IT WAS ABOUT $300!), even though I was out of policy. I should have read every single word of their policy before making a purchase for the first time, but I didn't. I truly appreciate ModCloth making an exception for me. They absolutely didn't have to do that. Their policy isn't in-line with other places I shop (J. Crew offers 60-days and Gap/Banana/Old Navy offer 45-days), but, it's their store and they can make the policy whatever they want. I get it. I just wish they had communicated it to a first-time customer in a better way.
As a result, I don't think I'll be shopping at ModCloth again. A return policy this restrictive makes me edgy and nervous and just doesn't work for me. There are lots of other places to shop that make it SO much easier send back items that don't work and keep my fretting to a minimum.