Complaint / review text:
I placed an order with Fredericks of Hollywood on January 28,2012. They were offering free ground shipping with a purchase of $95 or more. I paid $10.95 for expedited shipping. When I returned one of the items, my refund was not what I expected. The refund I received I knew would be deducted for using the shipping label they provide you for the return. I was confused on why I received $22 less than what the item was worth.
When I called to question the amount of my refund received, the customer service representative placed me on hold and then came back with this explanation. He stated that the reason the refund was so much lower than the item was because I was also charged for an original shipping charge (as my order dropped to below the amount required for the free shipping, even though I had already received the items). When I said that I didn't know that nor did I see that anywhere, he told me it is in small print in the catalog that the free shipping is subject to be revoked with a return if your order drops below the amount required.
Now, I have looked high and low in every catalog I have of theirs as well as their consumer website and cannot find one trace of this "small print" he said was out there. So, not only did I have to pay $10.95 for expedited shipping, I also had to pay $7.95 for the return as well as $15.95 for my original order. When all was said and done, I ended up paying $34.85 in shipping charges.
All I want is the $15.95 credited to my credit card, as I don't believe that taking advantage of a loyal customer for years this way is honorable consumer relations. I cannot believe that they would charge me shipping for an order already received when I have done so much business with this company for over 15 years.