Complaint Review: Women Within - Internet

I recently signed up for a new women within credit account because I received a "special offer" for a 90-day deferred first payment. I placed the order on 4/19/2017. I paid for express shipping because I really needed some summer clothing & it was starting to get warm.

I received the order & was pleased to see that most of the clothes were pretty much what I expected from the internet order. Once I started trying on the clothing I realized that their sizing was way off & ran very large. So with the exception of a few pairs of pants, I returned all of the shirts, I think there were about 9, & indicated on the provided paperwork that I wanted to exchange them for a different size. 

I received an email that my return order had been received, so I immediatly went online & filled out another exchange form & waited to receive my new shirts. After a couple of weeks I received a phone call from the sales recovery department, stating that my exchange order could not be processed due to the amount of credit on my account was not enough to cover the shirts.

To make a very long story short, I ended up on the phone with about 4 different departments for about an hour and a half, for them to tell me that because of the deferred payment program I signed up for, the credit for the returned items will not show up on my account until after 90 days. This made no sense to me since an exchange is always offered & was offered for the returned items. The last representitive that I spoke with actually showed some concern for the bad customer service I had received & said she would place a temporary credit on my account so the exchange order could be processed immediately instead of having to wait 90 days. I was assured all was well & I would receive my order.

2 days later I received a call from the infamous sales recovery department telling me again that my order could not be processed due to the lack of funds on my account. This happed a total of 3 times, each time I spent over an hour on the phone, was transferred no less than 6 times each time I called, was hung up on, transferred back into the que to wait for another unqualified rep to give me the same run around, talked to a supervisor twice & was assured each time that it was taken care of. All of this for the final outcome to be the very same. MY ORDER COULD NOT BE PROCESSED. Even though they had received the returned items they could not manage to give me credit for the shirts I returned.  One department could not access the right information for another & I was constantly transferred.

The customer service reps were unprofessional, did not even try to sound like they cared, & definately did not attempt to go above & beyong for a distraught customer.

To sum up I called again & cancelled the order. The rep did not care why I canceled & made no attempt to try & make a sale or keep me as a customer. I never got the shirts & am currenlty waiting my 90 days to see if I ever get the credit back on the account. I intend to pay it off & cancel the account. I will never do business with that company again. I also want to add it is not just women within, it the Comenity Bank as well that handles their accounts & also handles accounts for Lane Bryant & Romains (I think there are a couple of others they handle as well). I had to deal with both companies during this horrible experience & have never experienced a more unpleasant display of customer service. I have a long customer service background & I can tell you that as a trainer for customer service, I would never let a business operate in this manner. I can't believe they have any customers at all. I'm sure the customers they have managed to keep has never had to call customer service.