Wednesday, April 9, 2014

Why I will never buy anything from Caché again

Prom dress shopping was supposed to be a fun experience. My daughter and I went to Caché in Charlotte, NC to buy her a prom dress. She found the one she wanted, but the dress at the store was damaged, so they ordered one for us that would be sent straight to our home. About a week later, I get a phone call stating that the dress was not available in that size anymore. My daughter liked another dress she had seen there, but we decided to look around at more stores before settling on that one.

Several days later, my husband noticed that we had been charged for the dress that we ordered, but that wasn't available. I called the store, only to be told that I would have to come to the store for them to give me a return; a return on a dress that I never received. I asked to speak with a manager, and they told me to call back later. I called back the next morning, and the manager said she was the only person working, so she asked me to call her back in the afternoon. I called back that afternoon and asked to speak with her. She said that they were busy and she needed 10 minutes and asked if I would call back in 10 minutes. I finally got her to refund that dress that was never my dress to begin with over the phone.

After looking at other stores and not finding anything that my daughter liked, she decided to order the other dress from Caché that she had tried on that first day. I ordered it online with no problems, and I received it in the mail about 5 days later. It had a security tag on it that looked like it needed a device to take off. I called the store in Charlotte to ask about it, and they told me just to bring it down to them and they would remove it for me. I made a complaint to Caché's online customer service department. I wasn't asking for a discount. I just mentioned that they should check the items for security tags before shipping them out.

A day later, I got a return email that said I should be the one to remove the security tag (by that point my husband had figured out how to remove it), and that if it was removed, the dress couldn't be returned. I'm not talking about price tags or other paper tags attached to the dress. I'm talking about the security tag that the store removes for you before you leave the store.

I then decided to place an order for a bracelet and earrings that my daughter had tried on with the dress. I went online to do this, but it said that the order had not gone through and that the problem could be with Caché's website. I tried 4 more times on three different brousers in the next four days to no avail. I had received no confirmation that the order had been placed, only emails stating I still had items in my shopping cart. No charges had been placed on my credit card, so I assumed none of those had gone through.

After searching a bit on the website, I found the customer service number, and I called them and placed the order (let's mention here that their phone service cuts the representative off at certain points, so you are left guessing half the time at what they actually have said). This was after calling the store in Charlotte to see if they had the items, which they didn't. The order went through with the customer service representative, and I received a confirmation in my email about it.

The next day, I look on my credit card bill, and I had four different charges for the jewelry order. As you can imagine, by this point, I was furious with this company. Retail customer service should NOT be this difficult. I called a customer service representative (again with their phone service cutting them off at almost every syllable), and I told them about the charges and said that I would be giving them a bad review because of everything I had been through in dealing with their company. I was angry, and the customer service representative hung up on me. I then called back and spoke with a different customer service representative who was about as helpful as a used paper towel. Nothing was done to fix this problem.

I am still in the midst of trying to get these charges taken off of my credit card. Caché is supposed to be an upscale retail store, but I know that I would have gotten better service from someone at Walmart. I will never shop there again, and I urge any of you who are thinking about it to think again.

1 comment:

Anonymous said...

you can get in touch with your credit card company and they can reverse the charges, it is almost like fraud. Good luck