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ModCloth has a rating of 2.0 stars from 301 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers complaining about ModCloth most frequently mention customer service, return policy, and store credit problems. ModCloth ranks 1742nd among Women's Clothing sites.
Very disappointed in ModCloth customer service. I bought $70 sandals in March, did not wear until June, and one has already fallen apart. ModCloth will not replace or refund outside the 28 day return window. I will not purchase from a company that will not stand by their product quality.
Date of experience: June 29, 2022
From like 2012 - 2015is they were so fun, good quality and good customer service. But once Walmart took over, they started churning out weird, low-quality garments, and even though Walmart is no longer involved, every time I've tried to go back, the materials don't feel good on the skin, are poorly proportioned, or are flimsy/see-through. It seems like they've gone in a Fast Fashion-y direction; some dresses are so see-through that you can tell in the mannequin photo, and I worry that those are going into the landfill after 0 - 2 wears. I've tried multiple times in recent years and it's just not the same.
Date of experience: January 13, 2023
BEWARE! This company has had my return for 15 days now, and has acknowledged twice it has my return in their possession, but has not refunded me. The first email said within a week, then 14 days, then maybe around May 5th which will be 20 days. This is really ridiculous as they have acknowledged they have it and no other online store does this to their customers. Worst customer service ever! I have turned them in to the better business bureau and will let others know on social media to BEWARE of this scam of a company!
Tip for consumers:
Avoid this site
Date of experience: May 1, 2022
Hi, Jasmin. I'm sorry for any frustration or confusion regarding our return processing time frame. As stated on our website, it can take up to 14 business days to get a return processed after it is received back to our fulfillment center. You can read more about this here: https://modcloth.com/pages/return-policy. Please rest assured that if you do not receive your refund within that time frame, our Customer Care team will make sure it is issued for you. We will not leave you empty-handed. In the meantime, I will be sure to share your feedback with the appropriate teams.
ModCloth had a live stream on instagram. They show all their new clothes and if you comment different emojis they will pick a winner to give a gift card with money for their online shop. So basically you have to sit there and watch the live stream to win. I was chosen as a winner and followed the instructions to DM them and they ghosted me. No gift card. So they lost a customer and my two sisters who used to shop there too. Also, I contacted other helpful people to spread the word. Shame on you ModCloth for making a fake contest so people watch your lives of ugly, expensive clothing.
Date of experience: March 26, 2023
First, you pay for shipping to get the item. Then if you want to return the item, you pay to ship again. After it shows they have received it, it will take up to 14 business days to get your refund... or longer. I'm on week two of waiting (after they have received it) and still do not have my refund. Ordering online is risky but waiting this long for a refund makes it even riskier. I will never understand why it takes SO LONG. Just in case you didn't read the return policy before ordering something just be warned and make sure it's an item you want to keep. I hope I get my refund soon and will probably never order from them again. Very disappointing.
Products used:
n/a
Date of experience: February 13, 2022
Hi, Wendi. I'm very sorry for any frustration regarding our return fee and processing time frame. We did have to implement a fee due to increased internal costs. When it comes to processing, we do estimate up to 14 business days, but the time does depend mostly on how many packages our team has to get through. I understand your disappointment, as I know the wait can be a little long. Please rest assured I'll share your feedback about this with the appropriate teams. If you ever need assistance with a return or return status, our Customer Care team is happy to help. You can reach them from 9am-8pm ET, Mon-Fri, here: https://modcloth.com/pages/contact-us.
I hadn't shopped on ModCloth for a couple years, but I happened to be browsing the site recently and spotted the cutest dress! I ordered it right away and started imagining all the places I'd wear it this summer.
Only, I placed the order June 1st and I'm still waiting for the dress to ship. (Today is July 4th)
I have contacted Customer Care several times to find out what has happened to my dress, and each time they tell me to be patient and give me a new date to wait until I should follow up again. Now they're telling me their hands are tied until August 20th. This is absolutely unacceptable as my credit card was charged on June 6th.
ModCloth used to be my favourite store. I'm sad to say I have completely lost faith in them as a company. Don't order from here if you want to get your items.
Products used:
Bought a dress, hasn’t even shipped after a month so I probably won’t use anything
Date of experience: July 4, 2023
I have been shopping with Modcloth for my years. They were a terrific company. Not anymore! Customer service has declined and so has their products and costs. Shipping is $12.00 for UPS not $7.50 Fedex as before. They used to offer a $5.00 credit for returns if you did not want a refund... no more. The quality and designs of the products has gone downhill. Customer service has limited hours and forget trying to speak to a sylist. They are never there either on the phone or chat!
Date of experience: September 13, 2022
I ordered a dress for Cyber Monday I'd been eyeing for a while, it was finally discounted so I bought it with 10 left in stock. A few days later it was refunded unceremoniously, but I was still charged for the shipping. I called to see what was up, and the service representative curtly said the item was out of stock and would not be arriving. She refunded me the shipping, then hung up on me. I've worked customer service, so I know what it's like, but the ModCloth customer service representative was unnecessarily cold and rude. This experience makes me not want to buy items from ModCloth again :(
Products used:
None, they never arrived.
Date of experience: November 29, 2023
I bought a dress, on sale, from ModCloth. Buried in fine print they advised (sent me the fine print) I could not return the dress for anything. Anything. The dress had decided on the bodice and fit a bit tight. I was HAPPY to exchange it since I have been customer of theirs for several years. No. Nothing can be done. Read the fine print. Terrible business model and customer service. Reported them on BBB.
Tip for consumers:
Don’t use this site.
Products used:
A dress that was damaged and unable to return it for an exchange or refund.
Date of experience: May 4, 2022
Hi, Molly. I'm very sorry for any frustration regarding our return policy, or your chat with our Customer Care team. It is listed in our full policy on our website that items that are listed as final sale when purchased are not eligible for returns (https://modcloth.com/pages/return-policy). We are also unable to process exchanges where one item is swapped out for another. However, as was mentioned in the chat you had with our Customer Care Advocate after the damage of your item was brought to their attention, we are always happy to assist if your item is damaged or incorrect, as long as images are provided. If you can email those images to support@modcloth.com, we'll be glad to help.
I got a defective blouse. Took it out of the shipping material and the seems were coming apart. They said they would reimburse me, that was May 26th. This is June 20th still nothing. Just an email stating they will. Never buy there again!
Tip for consumers:
They lost a really good costumer.
Products used:
Can not use any of there clothing. All falling apart. Not as what is shown on website. Now I need to toss this blouse in the garbage and buy from a reputable company.
Date of experience: June 20, 2023
Some items were as expected but others very low quality compared to how portrayed on social ads and Webstore. Was missing a set of earrings from my order and company claimed they were in the shipment (first saying placed inside shoes, next saying placed between clothing). Either way, I never saw the earrings arrive. They offered to resend only if I paid shipping. No thanks. Wouldn't recommend purchasing from them online. Possibly in store this wouldn't be an issue.
Date of experience: May 30, 2022
Hi, Ashley. I'm sorry for any disappointment with your recent order. We do often ask customers to check various spots in their order if they don't receive smaller items, such as jewelry, as those items sometimes get shuffled around within a package. We are usually happy to re-ship missing items, free of charge, so I am not sure what the issue may have been there. Please feel free to email us at caresocialteam@modcloth.com with your order information, and we'll be glad to take a look into this and see how we can assist.
Used to love ModCloth but there have been problems with my last couple orders - items not shipped, items not actually in stock and the latest is that an order noted as shipped on November 8th still hasn't arrived. Received the standard line of international packages can take up to 60 days. Not sure what's happened with the company but I'm tired of being disappointed - they used to be awesome. I'm going to stick with Unique Vintage, Collectif and other reliable online retailers that also sell cute clothes.
Products used:
None, they haven’t arrived. Order placed Nov 3rd and still waiting on Dec 13th.
Date of experience: December 13, 2023
I placed an order on June 14. Emailed a couple weeks later as I noticed it hadn't shipped yet. I have emailed now 3 times and have not received a reply. It's now July 7th and I have heard nothing but they have my money. Even if it will take a while to be shipped, a reply would have been nice.
Date of experience: July 7, 2023
I used to love Modcloth. I truly don't know what happened. Now, the clothes are low quality, overpriced, and the return policy and shipping charges are a bit extreme ($12 to ship only one item! On top of that, if the item doesn't work out, not only do you lose out your $12 but. Another $5 is deducted from your return! Plus, you only have 28 days to get your return in the mail AND good luck trying to talk to any customer service rep--you'll be on hold for an hour!).
All in all, Modcloth is NOT worth your time or your money. I'm stuck with $70 merch credit. After I spend it, I'm done with Modcloth FOREVER
Tip for consumers:
Not great.
Products used:
Clothes
Date of experience: January 9, 2022
Hi, there. Thank you for reaching out with your honest feedback. I apologize for any disappointment regarding shipping and returns costs. We did have to make changes to those prices, due to higher internal costs. I understand your frustration, and will be sure to share that feedback with the appropriate teams. I also apologize for any trouble with getting in touch with our Customer Care team. They are a small group, so response times can be delayed, if they are experiencing high call volumes. If you were placed on hold for a long amount of time while in a call with a Customer Care Advocate, it sounds as though there may have been a connection issue - but I will be sure to share your experience with the appropriate teams, as well.
A few years ago I bought a quilt that came frayed. Left a bad review that they took down because they "do not publish reviews for defective items". The only resolution they offered me was a 10% discount for my next purchase (I spent around $100 for this quilt). TERRIBLE customer service. I should have gotten a complete RETURN for a "defective" item. They didn't even offer to send me a replacement. No integrity with this company.
Date of experience: February 12, 2021
Hi, Sinead. I'm very sorry for any disappointing experience you had with us in the past. It is true that we do not publish reviews that include issues with damage, as those are issues that our Customer Care team needs to handle on a case-by-case basis. Typically, we do issue full refunds or replacements for damaged items, so I am unsure of why a discount would've been the solution for this particular order, but please rest assured that I will share this with the appropriate teams. If you would like our team to look into this particular issue, you can reach out to them at modcloth.com/help, from 9am-8pm ET, Monday-Friday, and 10am-6pm ET on Saturdays.
I ordered a metal belt, which arrived with two giant kinks in it, plus there was no way to even clasp it shut. It was very obviously defective. So I returned it with the shipping label included in the box for returns and made sure to note on there why I was returning. They then refunded only the price of the item and I had to call and fight with them to get the shipping refunded as well. After I wrote a review saying all of that, they emailed me and said that they do not post reviews about items delivered in less than satisfactory condition. That is completely dishonest, and I will never shop there again. Companies should not be able to just choose to not share bad reviews.
Date of experience: April 16, 2019
Hi there, Kim. I'm so very sorry to hear that you received a product in less-than-stellar condition, and for any disappointment in the overall experience. I am going to follow up with you via email to see how I can further assist. In the meantime, I would recommend removing the photo you posted which includes your order number, for your security. We wouldn't want your personal order information posted publicly online. I apologize, again- you should be hearing from me very shortly.
Absolute worst - took 8 days to ship, missing items, some labeled "final sale" and probably won't have in time for Christmas... spent twenty minutes twice on "chat" and was promised a response - never got one. I think they'll be gone by next Christmas - super bad management and staffing.
Tip for consumers:
Go elsewhere!
Date of experience: December 16, 2014
Super disappointed in my first (and most likely only) experience with Modcloth. I came to the site to order a few small gifts, as they were offering free shipping with a guaranteed arrival before Christmas. I get an email several days later, saying one of the items I had chosen was no longer available, leaving me very little time to come up with another option. Supposedly, the remaining item is on its way, but clearly not getting here in time to give as a xmas present. Feeling like I made a poor decision in choosing them for my gift list this year :(
Date of experience: December 23, 2015
I absolutely love Modcloth, they have so many unique and adorable products! You can find anything from retro styled dresses to quirky decor!
The only reason I'm only giving it 4 out of 5 is the shipping took forever and an item or two had some loose threads/stitches, but overall I'm in love!
Date of experience: April 17, 2016
888 is always over 60 minutes, chat doesn't work, robot doesn't load so can't even write. Ordered a pair of shoes which still haven't arrived, and am unable to contact them to cancel. Horrible company. Buy somewhere else.
Date of experience: December 3, 2018
Hi, Natalie. I'm very sorry for any inconvenience or disappointing experience. I know that this past holiday season saw some long wait times with getting in touch with our team, as well as heavy shipping delays. Please know that these are not typical of ModCloth, and we are always working to prevent them in the future. I will certainly share your feedback with the appropriate teams, and if you have any other questions or concerns, our Customer Care team is always happy to assist, at modcloth.com/help.
DO NOT SHOP HERE! I spent over $300 on Christmas gifts from them! The package was never delivered and the company refused to replace or reimburse me! Terrible company with disgusting business practices! SHAME ON YOU GUYS!
Date of experience: December 12, 2022
Hello, Katelyn. I am so sorry to hear your order was mis-delivered or stolen from your mail room. It is very unfortunately that these kinds of things seem to happen more frequently around the holidays. We are sorry about your first impression and experience with Customer Care and would like the opportunity to do better. A member of our team should be reaching out to you shortly to discuss how best to help. Thank you for your review.
Don't get sucked into this site! Cute clothes of incredibly poor quality, but the worst is the customer service. They say they will return things, but they make it a hassle, delay things, and then only give you store credit that they won't let you use without a million restrictions. Horrible. I have ordered twice and thought the first order was a fluke, but now I am embroiled in yet another battle with modcloth. Stay away!
Date of experience: August 1, 2014
My shopping experience with this company was totally negative! This company is a total waste of time.
Clothing sizes are inconsistent and I had to return all my dresses. They may look cute on the site but they just don't fit properly and the fabrics look cheap in real life.
Also, it is obvious ModCloth does not value their international customers and their return policies for those ordering from without the US are much harsher than US ones. No exchanges for international customer too, sorry.
No more business from me!
Date of experience: September 25, 2014
I used to love buying clothes from Modcloth - they would send a little packing list that would double as a return slip for anything you wanted to return, along with a prepaid stick-on label. In the last year or so, everything has changed. Now you pay for shipping both ways on a return, and the process feels purposefully designed to be convoluted to discourage returns (you're gonna have to dig through your emails to find an order number, try to resize a return label formatted for a label printer, print multiple pages that must be included...) The dress I bought was missing a button, so I'm out $15 in shipping costs for a dress I'll never wear. They've lost my business for good.
Date of experience: October 29, 2021
Hi, Nina. I'm sorry for any disappointment, as well as for any issues with the item you ordered. I will certainly share your feedback regarding the returns process, as there have been some changes since our site and system updates earlier in the year. Regarding your dress, we always ask that you please reach out to our Customer Care team if you receive an item with damage or defect, so that they can take care of the issue, right away. If you haven't yet spoken with them, please give them a call at 888-495-9699, or chat with them by clicking the "M" icon at the bottom-right of any page you're browsing on the site. You can reach them from 9am-8pm ET, Monday-Friday, and they'll be glad to assist.
I used to love Modcloth; I have so many pieces from them that I wear on a daily basis. The quality has never been perfect, but nothing in this last order fit well. All of the dresses I ordered were too big or too small, weren't proportioned right, had bad stitches, had no lining in lightweight fabrics, or had no pockets. I had to go out of my way to get them to issue me my refund, even though they've had my returned items for 12 days! Between this, the website losing customer information and faves, and no longer being able to exchange items instead of returning them, I will NEVER shop here again.
Tip for consumers:
The quality does not match the price!
Products used:
I kept two dresses and a pair of sweatpants, but I ended up hating all of them and wished I'd returned them as well.
Date of experience: August 2, 2021
Feel confident, look stunning & be the best you. Shop ModCloth for fashionable vintage-style must-haves including clothing, swimwear, decor, shoes & more.
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Hello, there. Thank you for reaching out with your feedback about this product and our customer service. A manager will be responding to your FB message directly to get this matter resolved.