I received the following complaint from Amy, a central Connecticut reader:
“So I’m at my whit’s end and a friend told me to try to contact you.
“I have unsuccessfully attempted to make a return to Frederick’s of Hollywood, Waterford, Ct, several times over the past 2 months. I made a $180 purchase on July 27th. Shortly thereafter my credit card company decided to upgrade my card. I called them and protested but they refused.
“The new card was in the mail and if I didn’t use it, my current card would stop working in a month anyways. I spoke with 2 customer service reps because I didn’t want my card number to change since earlier this year I had a fraud issue and they changed it already on me. I appreciate the fraud protection but it was a hassle to change all my automatic payments. So when this “new and improved card” was coming, I was not thrilled and wanted the same number in order to avoid all the changes that would have to come with a new number.
“About 2 weeks after my purchase, I attempted to return $108.47 worth of the merchandise that was a gift that was not wanted/needed. The new credit card had come and with it my old card destroyed to avoid any issues. Frederick’s manager (who waited on me and remembered me and my purchase) refused to put the money back on the old account without the card.
“I explained what happened and she told me that I could only get store credit. I didn’t believe that this could be the end and thought my credit card company (Bank of America, VISA) would help me. I called and talked to a customer service rep. I was instructed to bring down an old paper statement with the old account number on it (which I thankfully had since I had also recently gone to paperless) to the store and ask them to manually credit my account which would link to the new card number.
“Again they refused and told me that without the actual card they could not put it back on the account. All my items had the tags on AND I have my receipt. My boyfriend called the credit card company from the store with my old account number on the statement. Bank of America explained the situation to the manager and asked them to credit my account. Still no go. I was then instructed by the customer rep to call the billing dispute number with my credit card company in order to resolve this. I called them today during my lunch and I was told that they can do nothing for me since Frederick’s offered to give me a store credit.
“Frankly, I don’t want the credit after this hassle. I didn’t want the new card number and now I’m stuck with $108.47 of merchandise I have no use for and all because Bank of America (VISA) upgraded me even after I protested. I only have until October 27th to make the return under the store policy. Is there any way you can help me get this resolved or at least addressed further?? I’m truly frustrated and it’s a lot of money I’m now out. Please, please, please help me if you can.”
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I’ve had a similar issue when I had my credit card stolen. I called the Frederick’s of Hollywood Corporate Customer Service # and the rep helped me make the return and credit my account. Here’s the # 323-957-5811.
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Jennifer Cornwall, Frederick’s of Hollywood |Public Relations Manager
wrote me back this evening to say she has forwarded Amy’s complaint – which I sent her – to “our store operations team and they will email Amy to take care of the return for her. The store associate was following procedure so I
am glad you forwarded along as the transaction would need to be completed from the corporate office.”
Thank you so much for your help. The corporate office called me and needed more details. They then contacted the store and authorized the return. The person who waited on me was not happy since she was following procedure and was then told to over ride and carry out the return. But all in all its done and I have my money back! Thank you so much for your help!