I've had my recent complaints since they changed owners or their customer service, but this is it. When I tried to make a purchase they cancelled my order automatically. When I inquired why this happened they said they can no longer sell me merchandise. No explanation. I called and asked to speak to a manager. They told me they could no longer sell to my name, address, or card. When I asked why, they said, "fraud". I asked if they think someone is using my card or if they think I am a fraud. About two days later, they told me I made "too man returns", and that I am bad for business.
I have shopped with them since 2016. I have spend SO MUCH money at this store. I did notice when management changed, everything changed. I have received some items that were chipped (tea cup, salt and pepper shakers). I remember just getting the package, opening it, and seeing it chipped. I called right away they were so kind. When you basically only shop at one store, you have a variety of experiences. I had earrings break the second day after wearing them, a whole array of things. Never once did I try to get "free stuff". Sadly, some items were poorly made. I always forgave them because things were so cute.
I bought a pair of earrings with new management and they were very disfigured. They were Christmas decorations for earrings. When they arrived and I opened them they looked like someone had squished them between their fingers. I remember debating if I should say anything. I had just opened them from the package. I told myself that I wouldn't buy them in "real life" if they looked like this, so I took a pic and emailed them what to do. I hadn't dealt with new management so their response back to me was unacceptable. They treated me like I had faked this and told me I only had "one more" complaint left—a warning. I felt like they were accusing me of something I didn't do. I called them after work since I'm a teacher. I asked to speak to a manager that the way they wrote me back was inappropriate and let her know that I did not appreciate being treated like I am lying. She apologized but secretly, they decided to forbid me to shop there! How I found out was that a few months later, I tried placing an order. I would get the confirmation email and then an automatic email saying my order was cancelled. I let it go and a few more months later tried again. That's when I decided to inquire and they sent me that email. This is insanity!
I should have stuck to my guns and stopped shopping after they discriminated against me ans treated me like a criminal.
If you have a legit concern or receive bad merch, they expect you to not complain or else they will ban you from shopping with them. Classy, Moscloth, so classy.

I'm really disappointed with ModCloth since they were sold. The original ModCloth was wonderful. They had a fantastic return and exchange policy. I would order multiple items to try on and often end up keeping more things than I planned or exchanging something I liked for a different size and keeping that. I shopped there often because I had faith in their return/exchange policy and their customer service. Back then we even got the option of $5 extra store credit if we returned an item for store credit rather than a refund. Now instead of getting a possible bonus credit, we have to pay to return items. It's not clearly stated when you place an order. If I'd known that I would have thought twice about ordering.

ModCloth is no longer so customer-friendly. You have to return items within 30 days, which is just not reasonable during COVID. It took 10 days for me to receive my order, which means that number is down to 20. Then they changed their site and my account wouldn't work, so I had to wait for them to contact me by email to fix it. I couldn't get to my order to return it. Now I have 8 days to get it back to them (less, because it's almost Christmas so we are losing some business days). I'm worried they won't get it in time and won't process my refund. The dresses are also massively overpriced now. Dresses are the only thing I ever bought from ModCloth, so I'm not sure about other items. But they prices are only reasonable when they are on "final sale." The problem with "final sale" is that you can't exchange for another size. Even though "final sale" items aren't really final sale. A week or two later you will see the same item in stock at full price. So it was never a final sale. Final sale means an item is going to be discontinued and no longer available. I find this practice deceptive.

The quality of the items I bought was good and I was happy with that. It's hard to find nice dresses, which is the only reason I chose to shop at ModCloth. I was having trouble finding something I liked for the holidays. But in general I prefer to shop at American Eagle. They have the best return policy ever. You can return things indefinitely as long as they are in new condition. This is great during COVID and additionally because I am disabled and it can be hard for me to get out to mail something within a return window. I miss the old ModCloth. It felt like the company had values and it felt like they valued their customers. I might still shop there occasionally, but I'll be less inclined to buy than I used to be and a lot more cautious about making purchases. I would have bought more with my last order but was too concerned about the return/exchange process. I'm really wishing I had not bought two sizes of one dress to try on. It's really a shame what happened to this company. It used to be so good.

Many years ago, I was hit with the perfect storm of circumstances which culminated in one of the most stressful time periods of my life. In an effort to distract myself, I went through a phase of fairly heavy "retail therapy" and discovered Modcloth. Wow! I instantly fell in love with everything about the site: the neat rows of adorably attired mannequins, the overall quirky and offbeat vibe, the fierce mutual loyalty between Modcloth itself and it's "community." And so many fun, unique facets to explore - Be The Buyer and design-a-dress competitions, the Style Gallery, New Arrivals (daily! Same time, 9/noon!). I spent hours between classes, pouring over the pages.

It's terribly sad how far Modcloth has strayed from it's roots and the site I cherished dearly. In my estimation the change occurred well before the much-maligned buyout (which didn't bother me, business is business). The inventory shift towards more mainstream styles which tracking more with current trends is the biggest problem, for me. The new arrivals have slowed to a trickle and are completely uninspired. Really, pieces you could pick up almost anywhere, at any fast fashion store. The site overall has lost all of it's original charm and feels plainly generic, a word I'd have never used to describe Modcloth before.

And, I know many customers prefer to have models displaying the clothing but I miss the mannequins. Honestly so many reviewers back in the day submitted photos and/or included their own measurements there wasn't a need (item reviews aren't as prevalent now I've noticed). I'm also still annoyed to have lost all my original reviews/purchase history from over the years which could once be accessed on the app, but that's another story.

Not that any of this will bring back the site I knew and loved, but there has been no suitable replacement to fulfil my shopping desires in the way Modcloth once did (silly though that is). Modcloth was a stand-out shop, wholly original and loyal to its core customer base and now. It's not. There's nothing that Modcloth today brings to the table that other sites don't as well (off the top of my head, Unique Vintage is very similar, as is Top Vintage, based in Europe). I don't know what the rationale was behind overhauling the website back in February 2017 (and what a mess that was! Some issues still were never fully resolved), but in my mind it served to not enhance and embrace Modcloth's specialness but rather to confirm the shift towards mainstream banality. And here we are. In 2019 I have made ZERO orders, despite multiple 40% or 50% sitewide coupons I've received. I would have killed for that discount 5 years ago!

It's probably too late now. But Modcloth could possibly revive their declining business IF they were courageous enough to take a good hard look at their roots, and pinpoint what made the shop thrive for the better part of a decade.

I purchased a rather small, but still pricey order through Modcloth not long ago. I had seen enough ads on social media that I decided it was time to buy all of the things I had been 'wishlisting'. The discounts made a significant change to my order, and I thought this would be awesome. Package arrives, and it's not so awesome. Not. A. single. Thing. Was what I had ordered. I had no invoice, the total number of items didn't match, my name/shipment information on the package was correct, but that was it. I immediately contacted 'customer care', and was told an investigation would be started. A week or so went by and I had not heard anything, so I called in again. I was told the investigation was 'still under way', and I would hear back soon. I was beginning to get suspicious, because wouldn't the company want the incorrect items back? Anyway, not an hour later I received an email stating that the investigation was complete and for whatever reason they were 'severing ties with me as a customer'. I was beyond appalled. I responded to the email and called back. I finally got an email back from a lead supervisor who said that there were multiple accounts in my name or something of the sort, and similar stories had been told in regard to packages being incorrect. I assured her they were not mine; offered to prove my identity, but no takers. The supervisor basically said 'that's that; goodbye forever'. Well I wasn't going to take it, because I was out over $200 and had a box of clothes that I didn't purchase, want or fit into. After days became weeks, I finally got the supervisor to agree to refund me for the order if I sent the box back, WHICH WAS ALL I HAD WANTED TO DO. I couldn't care less about being a customer with them in the future; I just wanted my money back. So I shipped the box back, just as it had arrived. Several days passed after the tracking number had shown it had been delivered. So I called in again. Got the round around from the employees on the customer care line, but sure enough got an email the next day or so from the same lead supervisor. She stated that 'all of the items I had returned were in their inventory, and had already been refunded from previous orders where the same issue had been reported.' I kid you not. So now they still hadn't refunded me, had all of the clothes, and were stated they would not refund me... because technically I had already been refunded? I couldn't really wrap my head around the logic, and continued to fight it. I even went to the BBB to file a dispute. After several more days they one item had not been refunded and I could 1. Pay to have them ship it back to me, or 2. Refund the original card that purchased it (which was not mine). I stated 1. I'm not giving you another cent of my money, 2. That's not my card, so you can refund it but you'll still owe *me*. The LEAD SUPERVISOR then proceeded to reply with that customer's information, to include: order number, partial card number, and email address. I immediately wrote her back that her disclosing another customer's information seemed in bad judgement. I also respectfully wrote to that email to inform them that their information had been given out freely.
Needless to say, to this day I have not received my refund.

I have a second issue in which I had to get paypal involved. I'm pulling up the details so I can forward to you. 05:46:38 pm

Tyler E. 05:47:50 pm

Okay!

Karla 05:49:02 pm

Sorry, I'm still trying to pull it up

Tyler E. 05:49:22 pm

Can you describe the issue, or perhaps provide the order number it pertains to?

Karla 05:52:06 pm

Sure
Basically two orders that I placed were sent to my old address even though I entered the address via the app and paypal had my correct/current information. I called your customer service and was offered no support at all. 2 months later, almost, the packages are rerouted and I had to pay a total of $20.03( *******) one package and $13.81(*******)for the other. Then I returned the one because it arrived so late(it was a gift) and now will be deducted the 5.99( *******) I don't think is right. 05:56:08 pm
I filed a dispute via paypal and someone from your customer service team directed me to the chat via the modcloth site saying that someone would help me.

Tyler E. 05:57:35 pm

I do see you've filed a dispute with us for the orders, however, I do not see any record of you reaching out to us here at customer care. Sadly, we do not use addresses from paypal, so if your shipping address is incorrect on Modcloth.com, it will ship to the address we have at the time of checkout.

Karla 05:58:09 pm

Because I called. Do you keep track of calls?

Tyler E. 05:59:47 pm

We do, yes.

Karla 06:00:43 pm

Ok, my number is...
I called in November

Tyler E. 06:01:24 pm

Sadly, having an order shipped to an old address isn't something to dispute a payment over. Since you have agreed to the payment with us shipping to the address provided on ModCloth, which is what we have done. I can see what we can do, however, we cannot be held responsible for things like this if we sent it to the address you checked out with.
One moment while I see what we can do. 06:02:36 pm

Karla 06:02:37 pm

It obviously is because one of your reps directed me back to the chat.

Tyler E. 06:03:09 pm

I understand you've been told we could help. We totally can help, but please realize that if you enter an incorrect address with us, that is not a mistake on our end.
What is the correct address you wanted these orders to ship to?

Karla 06:03:58 pm

AND, I called to have the package redirected and was offered no assistance(you all can call the carrier, chose not to.) and then suggested to "uninstall the app" if it was experiencing issue. A few days later you all had an update to the app indicated "bug fixes".
1533 W... 06:04:07 pm
I entered the correct address
Checked out with paypal and reverted back to the old address

Tyler E. 06:05:11 pm

That is not the address you've checked out with, I'm sorry for any confusion. I'd be happy to pass this information along to our shipping investigation team and they will reach out to you within a few business days.

Karla 06:06:12 pm

You can check and see how much I've purchased from you all throughout the years and never had an issue.

Tyler E. 06:06:21 pm

Yes, I can see that.

Karla 06:06:35 pm

Direct me to your IT team not shipping. Whats the point?

Tyler E. 06:07:15 pm

I'm directing your orders to the team that can help you out with these orders. Our IT team will not be able to help you.

This company has great customer service.

Their clothes are adorable but beware: if you need to return something it takes FOREVER.

DO NOT BUY FROM THIS WEBSITE! The customer service reps( excuse me advocates) are LIARS and give customers VERY MISLEADING information. I ordered an item from them on April 17th. When I recieved my item it wasn't fitting how I expected so I returned it late April to buy something else later on. Tell me why it's now May 23th and I STILL haven't recieved my refund from them! I contacted them about my refund I was waiting on because I was not given acknowledgement as to if they received my returned item. The rep told me I'm going to be refunded and it will take exactly 2-5 business days for my refund to reflect back into my bank account. Don't tell a customer to wait 2-5 business days because I'm going to expect 2-5 business days and when those days passed my refund wasn't even reflected in my account. I contacted them again about this and new rep told me now that it may take a full billing cycle and to call my bank about the status of my refund. I then contacted my bank and they told me they see no such refund being processed or pending for me so they can't tell me when to expect it. In the meantime my bank encouraged me to file a dispute against them. To make matters worse I have an event I am suppose to attend at the end on May 29th, and I put in an order for a new dress well in advance. Tell me why my dress is STILL pending and hasn't shipped yet?! I ordered my dress well in advance express so that by the time it arrives and if the size doesn't work out I can quickly exchange it if need be. The company offers no idea as to how long processing takes before an order is shipped. So as far as I'm concerned that could be a month from now. I contacted customer service again about my order that was pending for over a week. One the representatives had the nerve to tell me because it's prom and wedding season that is why my dress hasn't shipped. They are busy shipping their stuff. It's obvious here that my business with them mean nothing and their representative is basically telling me because I'm not going to prom or getting married my order is low priority.

I then had to contact customer service AGAIN! Not only about my dress, but my promised refund. The rep then got back to me and told me there was an error on their part why my refund didn't show back up in my bank account. Why couldn't the last rep I spoke to tell me that? Why was the mistake just caught now? So I now have to wait ANOTHER 3-5 business days. In terms of my dress the last rep I spoke to promised me my dress would arrive before my event on May 29th and even lied about when my order would ship. Now the new rep I spoke to that caught the mistake is telling me my order is going to arrive on the day of my event. After the last rep PROMISED me that my order would arrive well BEFORE and not to worry. SHE GAVE ME HER WORD! Long story short. DO NOT BUY FROM HERE! The customer service reps are very SHADY AND LIE ALOT!

I wanted to express how deeply disappointed I have been with ModCloth. My daughter and I have been loyal customers for years and have fell in love with what this company has to offer. Unfortunately after this recent interaction with Modcloth, I was left exhausted with the non-sense and in disbelief that a company's "Customer Care" would be so, well, careless. After many phone calls, and even speaking with a manager, the situation is still not resolved. Over Christmas break I order several items from ModCloth, along with a couple of items from Urban Outfitters. Both of which were not cheap. One of ModCloth's dresses did not fit my daughter, so she wanted to exchange it for another. Likewise, one of the purses she wanted from UO was not what she was hoping, and decided to send the product back. Being a busy mom in the midst of the holiday season, I made a mistake and sent the wrong items to the wrong companies. The purse went to ModCloth and the dress went to OU. I take full blame for that. Thankfully, about a week later (late December), I get a call from Urban making me aware of my mistake. They were SO NICE! They said it is a common mistake, sent the package directly back to me, and said I had until the END of February to return the purse. That should leave me with more than enough time, right? I immediately called ModCloth and told them about the mistake. They said they couldn't find the package, but would let me know when they did. Well, after waiting for a while with no response, I call back. They did in fact receive the package and were going to send it back. Praise the Lord! But, after waiting…. And waiting…. And waiting, still no package. I call AGAIN asking to speak to a higher authority. Finally getting in touch with a manager, she tells me the package is now missing, or if you ask me, stolen. Why wouldn't someone want to take a cute purse, that isn't even reflected on their inventory? Their product is returned. The manager proceeds to tell me there is nothing she can do. She says that customers make this mistake more often than I would think and she apologized for the lost package. She used being a "small company" as an excuse for the loss, when I would think that just means packages are that much easier to keep track of. She also suggests I call Urban Outfitters and ask if they can give me some store credit! I actually laughed at this one. Why the heck would UO do that? Even though it was my mistake, they handled the situation with grace, so the problem could get resolved. They did their part and the err is not on their end. ModCloth has so much to offer, but unfortunately, service sometimes speaks louder than the product. After reading several customer review sites, I guess I'm not surprised. It sounds like there is a management problem. Owning a company of my own, I know that sometimes you run into difficult situations. Over the years I've learned that bending over backwards for a customer (which isn't always the most enjoyable) is sometimes worth the immediate loss, because it results in way more business in the future. Word of mouth is one of the most powerful marketing tools and I can guarantee I won't be spreading positive feedback about ModCloth any longer.

Back in 2013, I placed two orders from ModCloth. Each was processed within 24 hours, and while the quality of the items can be said to be totally lacking, they weren't egregiously expensive. Thus, I wasn't totally turned off and thought it was simply an imperfect major retailer.

In less than one year, everything has worsened in three key ways.

(1) It now takes 3-4 days to even process my order. Then, once processed, it takes 2 days for shipping information to be sent to FedEx (using the not-so "savvy" shipping service). From then it takes 4-9 days to arrive at my home. My items always originate from their Ohio center... strange.

(2) Pricing has increased, and the noticeable mark-ups from vendor pricing on other sites is insulting. Furthermore, quality has somehow decreased in a year! A skirt I bought in 2013 has lasted a year before faltering structurally (and is still usable). A skirt I purchased two weeks ago is very cute, but is already structurally damaged despite washing it per the instructions (I am deciding whether to make alterations to it). I had no desire to return or complain due to reason number (3).

(3) Customer service seems to no longer be a ModCloth priority (if it ever was). Just read the reviews and you will note how the reputation has declined. Returns are no longer free, exchanges are now known to be shady, and there is no compensation for items decreasing in price after a purchase. Yet free returns, fast exchanges, and compensation for price changes are frankly very commonsense business practices. And at this stage, ModCloth is no longer a quirky, small retailer. With revenues in the millions, and notoriety stemming from their approach, they are in the big leagues. Unfortunately, they cannot seem to play like it. What they have learned is to politely claim that they hear your concerns and that all is okay. But you cannot just talk away these issues.

The Take-Away: All in all, I wouldn't purchase from this store. It will take you ions to receive your item, which will most likely be of poor quality (despite being cute), and it will then take ions to return your item (at your own cost). Wait to buy from them until they understand how to operate professionally and promptly, or allow them to spiral into the abyss and spend your money elsewhere.