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Big, bright, and shiny new things are happening at the ModCloth HQ. Our stellar Pittsburgh Fulfillment Center — where all your fabulous orders begin their journey — is getting a major upgrade to help our team service YOU more efficiently than ever!
To support this project, we’ll be holding off on packing orders, so you may experience up to a 6 day shipping delay on orders placed after 12 p.m. ET on Tuesday, August 5th. On August 13th (and after), our awesome new system will be in full effect — but we’ll be playing catch up and working through our backlog, so order processing time will be a bit delayed.
Returning items? Here’s the need-to-know info: If we receive your return prior to August 13th, processing may be delayed between 7-10 business days.
We’ll keep you updated with friendly li’l reminders on our site, but if you have any questions or concerns, our Customer Care team is always available via phone at (888) 495-9699 or through chat. We’re here for you on the blog and social platforms, too.
Thanks for bearing with us as we work to make ModCloth even more awesome for you!
Bummer on delays but props to ModCloth for being super communicative and thorough in letting us know what’s going on. I applaud how well you communicate to your loyal customers. I always tell everyone that ModCloth feels more like a community than just an online store. =)
Couldn’t have said it any better myself- much appreciation Modcloth!!!
So what if I order on Wednesday?
Great question, Linda! Our Fulfillment Center shut down starts 8/5 and will affect all orders placed through 8/13. If you place your order on Wednesday (8/6), you can probably expect a delay until we’re back up and running. For all the details, feel free to give our Customer Care Team a call at 888-495-9699!
So expect essentially two weeks for an order? 5-6 days in addition to the standard 4-9 days for shipping?
Well, that’s great but I sure wish I had known that before I chose “store credit” as my return option, since there is now no way I will get the replacement item on time. :/
So sorry for the trouble, Terey! If your return hasn’t been processed yet, we can definitely change your return type for you 🙂 Give our Customer Care team a call at 888-495-9699 and we can take care of this right away!
If I placed an order (in Canada) on Aug 5th should I have my shipments by Aug 29th? ….Crossing my fingers as it’s for a wedding O_o
Great question! While there will be a processing delay, the transit time usually depends on the shipping method chosen at checkout. When you get a chance, our Customer Care team would be happy to look into this a bit more via LiveChat (http://bit.ly/RUfVjn) 🙂
Oh come on! You could have had a pop up on your website informing customers this! Letting them know once they have PAID for the order is NOT okay!!!
My sincerest apologies for any inconvenience, Jem! We did our best trying to warn our customers about the revamp. There was info on our Shipping page (http://www.modcloth.com/help/shipping_information). Also, we warned the delay during checkout and Social Media. Our Customer Care team would be happy to help if you need to check on your order. You can give them team a call at 888-495-9699 🙂
I knew the delay only after the payment too! Feel so disappointed and frustrated with ModCloth, they cant help in changing the address or cancelling the order (i am moving to another country).
I agree! It wasn’t made
obvious until AFTER I paid!
Lucky me, my return JUST reached you today. Guess I can’t expect my replacement skirt and credit for two weeks… NOT happy.
So sorry for that trouble, Tina! Our Customer Care peeps can definitely look into this a bit more on their end. You can reach the team 24/7 via LiveChat (http://bit.ly/RUfVjn) or feel free to call 888-495-9699 🙂
So I have a return, chose store credit AND I just found the dress I need for my grandpa’s funeral, which now will not reach me in time. Added at a stress at a time I don’t need it. Thanks.
I’m so sorry to hear this, Lo. If you recently made a return with us, our Customer Care team can definitely change that return type for you. Give us a call at 888-495-9699, and we can help.
I just paid for faster shipping? How do I change that since all shipping is delayed? This shouldn’t have been an option since my items will not be here within the shipping time indicated. If I ordered a dress for an august 22 wedding will it arrive in time? I agree that this should have been more pronounced on the site, as I did not see it until after my order was placed.
Same here. I ordered a faster shipping option for my order as well. I definitely didn’t see this until two days after my order was placed (the 5th)
My sincerest apologies for any inconvenience, Lisa and Jennifer. Our Customer Care team would be happy to assist you both and check on those orders. You can give them a call at 888-495-9699.
Yeeeah, not too happy about this one… I knew the free shipping on returns was going to be slow, but with this added delay it’s going to take a month and a half just to exchange sizes.
Yeah, wish I knew it was going to be a 6 day delay on top of the 4-6 day shipping! So…..when is that package coming….and why did I pay extra for faster shipping?
So sorry for any trouble, GPB! Our Fulfillment Center should be back up and running next week. Our Customer Care team would be happy to help and answer any questions. You can give them a call at 888-495-9699 🙂
Just to make sure my return hasn’t been lost, this could affect a return I made on July 28? I put a package in the mail to you guys then, but it still says it wasn’t received. My 14 day period is now over. Thanks!
Our Customer Care Team would be happy to check on your return. They are available 24/7, so feel free to call 888-495-9699!
Wish I would have seen this before I ordered. Just ordered a dress for a wedding on Aug 15th. Clearly not going to receive that in time 🙁 🙁 🙁
Well this is the last order you will be getting from me any time soon. I’ve only made 2 orders in the last month and both have been severely delayed.
Its okay! They will still be getting MY business! 🙂
Does this apply to Overnight and Express shipping as well?
Good question, Kayleigh! We temporarily removed our speedy shipping options, so sorry! Once our Fulfillment Center starts shipping orders again, we’ll have the ASAP and Express shipping available. If you have any further questions, our Customer Care team would love to help. 888-495-9699 🙂
The first time I saw any kind of notification about this was today… on my “order history” page. This could be due to the fact that I have been using the app and mobile version of the site, but I’m still disappointed as I was hoping to have a new order filled before I went back to school as the package system is ridiculous at my school 🙁 I sent my package back almost two weeks ago but it just arrived at ModCloth on 8/4. Guess I’ll just have to be patient.
Thanks for being an awesome business and keeping your customers informed! You rock, Modcloth! <3
Great… Thanks Modcloth for keeping your customers informed.. Yes it will be worth the wait..
For the people who are being whiny and complainy, my goodness, most companies don’t even give ANY kind of notice. I saw this before I even bought anything. If you didn’t notice it, then maybe it’s your fault. If your getting mad over not getting a pair of shoes for an added few days, well then you should really evaluate your life, honestly. Also, for anyone who paid extra shipping, or did returns, instead of complaining and thinking that Mod isn’t going to do anything, talk to their representatives. They actually care about their customers and will try to work with you. #ProudModShopper
My goodness YES THEY DO! if they want to keep their customers they do. Good customer service and customer communication and notification is essential to online businesses!! You couldn’t be more wrong lady. You can be a “proud” UNAFFECTED customer if you want, but don’t go judging other people because they didn’t get what was promised, shoes or whatever it is, having the feeling of being “dubbed” by someone, is not something to be complacent with. There are people who order dresses and shoes to major events in their lives, graduations etc. I saw someone who needed something for a funeral post a comment – the fact of the matter is, if Modcloth had handled this correctly they should have put a big bright pop-up on their website landing page to inform their customers of the delays – they didn’t do this and now have upset their customers.
Could have, should have, would have… They could have done better but they could have done worse. Being insulting, or spouting out rage like a deranged teenager, gets you nowhere. To NoWhereLand~! Perhaps it’s because I am currently not affected by this, or because I am simple minded and things like this all I can do is just shrug and say “Oh wellz” La la la, whatever, la la la, it doesnt matter… I mean personally I have never had any late or bad shipments from them. All my items came perfectly. Meh guess I’m just lucky~!
They did have a notice on their main page. It was there for you to read almost a week before the delay was to take effect. Sorry you didn’t notice it. But all these comments of people so angry about the situation makes me laugh! Just because you didn’t see it doesn’t make it their fault. They gave notice. Obviously many people are not very observant. Which is kind of sad!
Well said, and agreed. Get over yourselves!
I just saw the delay note after I paid for fast shipping. I do not have time to wait and now need to cancel my order and shop elsewhere.
Well, this is frustrating, especially since the “warning” I was provided was very misleading. I did take notice of the “delay of up to six days” when I checked out, but the warning did not specify the reason, and when you say “up to six,” it’s implied that the delay could be much shorter. Now I’ve learned from a ModCloth representative (who seemed to care less that I was upset) that NO orders will even be packaged until August 13, meaning the “up to six day delay” could in reality be one to two weeks. I seriously doubt the shipping team can package the high number of delayed orders in one day. I get that ModCloth is supposedly trying to improve its shipping process, but I find it inconceivable that operations have to cease entirely to make that happen. So, ModCloth, if you’re going to notify me of the delay (which other reviewers are right, most companies won’t do), then at least be truthful about it. “At least 6 days” would have been more accurate. Who knows when I’ll ever actually receive my items.
So sorry for any inconvenience, Allison! I completely understand your disappointment. I sincerely appreciate this feedback though, thank you so much. Once our Fulfillment Center is back up, our Shipping team is going to work super hard to get those orders out. Let us know if you have anymore questions, more than happy to help.
I am really quite confunsed. I am from the uk and I ordered a swimsuit for my holiday in 3 weeks. I paid for the 7-21 day delivery, and I’m not quite sure what’s happening if you come from here. Modcloth is the best thing eveer! I love it so much!
Thank you for creating such a beatiful,easy to use website.
I’m a bit confused – I didn’t see any of this before ordering, but my follow-up email said a 5-6 day delay (which would have likely worked out for me; I’m driving down to the US on the 16th to pick up this parcel) – here it’s saying 7-10 days, which will very likely mean my parcel won’t reach me and will get automatically returned. Will nothing ship until after the 13th? Or will there just be a delay?
I was explained told that the shipments will ship after the 12th …(meaning any day after the 12th).
Thanks for the great communication modcloth! I love your store and appreciate your customer service.
Hey Modcloth, I just wanted to say thanks for posting this article. Purchasing online is always tricky in terms of fulfillment, and most savvy online shoppers realize that if you’re in dire need of a product and are working within an urgent timeframe, that you should make your purchase at a retail store in person. Asking for a small block of time to work out your fulfillment system which will result in better customer service seems like a small price to pay. Your customer service has been really great, so I’m confident that if I or anyone else were to have any issues, you’ll take care of it in the best way possible to meet the needs of your customers. Most people see that you’re doing your best to improve customer satisfaction, and a company will periodically experience growing pains. Don’t let the harsh reviewers get you down 🙂
I agree with you, but for something like this obnoxious warnings would have been nice. I would have had my item in time with a four to nine day notice, but I now do not. I agree with your point with the online shopping but I live 4 hours away from the closest retail store, so it’s not an option for me..
However I do love mod cloth a lot and they tried their best with the delay and all of my critisim is help for next time if it comes!
Might I also recommend emailing customers about the changes for next time? But thanks for keeping us in the know on your site.
That is how you do constructive criticism! You’re awesome! 🙂
Was wondering where my order is done it 3 weeks ago
So sorry to hear about your order, Helen! Our Customer Care team can definitely check on that for you. The team is available 24/7 via LiveChat (http://bit.ly/RUfVjn) or feel free to call 888-495-9699 🙂
I’m THRILLED with you guys and your amazing customer service. I’ve shopped here over a year, and yeah, things go wrong. I’ve had delays, I didn’t get my fabulous dress on time for an event, whatever. Waiting was my fault. Having worked retail my whole life, and my parents owning their own company, I think you guys handle everything with friendliness and grace. I’m sorry to see so many people taking out their frustrations on you guys. If you didn’t shop early for an event like a WEDDING (seriously?) then it’s your fault, not ModCloths. It’s okay to be mad, but be mad at yourself. What if the shipping company screwed up and lost it? Would you blame ModCloth? Ridiculous. You have to allow for the unexpected when ordering. And if you had a more sudden and unexpected event, hopefully the event itself is more important than the outfit you’re wearing. At least you’ll still have something cute to look forward to. I’m a loyal customer and I always will be. Chin up ladies (and gents) of ModCloth. You guys are awesome!
Agree agree agree! Things happen, the delay isn’t bad. I saw a lot of notification from modcloth about it. I’m still a fan of you, modcloth! 🙂
Thanks for being honest, but just so you know this cost you an order from me. I fell in love with a dress and despite it being more than I wanted to spend I felt like I just had to have it. But according to this I definitely won’t get it in time for the event I need it for. 🙁
So sorry for the trouble, Brionna! We never mean to disappoint. If you’re looking for more info on when you can definitely expect an order, give us a call at 888-495-9699 and we’ll help you out right away 🙂
Does this delay only apply to orders that qualify for the free savvy saver shipping? What if I pay for the expedited ground shipping (2-5 business day wait) for $8.00, will I still have a delay with this method?
Great question, Holly! The delay does apply to all orders placed from 8/5 til 8/13, no matter what the shipping method. If you’re in a rush to get your order after the 13th, give us a call at 888-495-9699 and we’ll see what we can do for you 🙂
I love Modcloth. And really…important events should be planned months ahead of time. I’m ordering for my engagement photos in October.
People are losing their minds over this! Haha. Anyways. This is my first order with you guys and delayed or not I’m super stoked to rock some cute clothes here in a couple weeks ???? Thanks! you people are rockstars in my book.
I received an order and want a smaller size. There is no option for me to return, so can this be done after 8.13? I’m just nervous you won’t have the item any more.
Hi there, Keely! After the 13th, you’ll be able to process your return label no problem in our system. If you have any questions about next steps, feel free to LiveChat or call (888-495-9699) our customer care team and we’ll be more than happy to help 🙂
aw…bummer that it’s going to take longer, but i’m much happier knowing about it!
I placed my order on 8/7th … didn’t see the delay info until order was placed :s …. How long will it take for it to get to Miami? It will be used as stage wardrobe for a Theater Play in the Dominican Republic that opens August 21st (hopefully). Please advice when I should expect it !!!!
So sorry for the trouble, Patricia! Since we’re shipping from Pittsburgh, PA, delivery to Miami won’t take long at all with our Ground shipping method. Keep on eye on your email for your tracking info and you’ll be able to watch your package on it’s journey to you 🙂
I wish they had made this information more noticeable, by putting it on the front page or something. I ordered something on the sixth for an event this weekend, without knowing about the delay, and now I won’t have it in time. Very frustrating.
Oh no! I just placed an order & didn’t see the shipping delay until after I’d ordered. It would be a good idea to give us free shipping or a hefty discount on shipping because of your delays~
The warning sign was quite small and I didn’t notice it until well after I ordered, is there anyway you could give us an expected date or range of dates as to not buy something for an event and it not arrive?
I’m in desperate need of an answer! A schedule change on my theater competition moved it to Friday the 22nd. I need a costume that I was to order of this site. If I order today is there any possible chance that it will get to me by then? I Need this costume but thought I had an extra two weeks to get it. Please answer as soon as possible. Thank you
I am super duper bummed that I wasn’t informed of this at the time I placed my order (or that the disclaimer wasn’t larger, as I clearly did not see it). I specifically ordered a dress and heels for my bridal shower on Saturday August 16th. I ordered August 5th and never dreamed I wouldn’t receive my order in time. If I’d known I would have upgraded shipping, or taken the time to find something somewhere else. Unless I can sweet talk the FedEx Smartpost center into letting me pick it up there I won’t have my items until after the fact. So very disappointed.
I’m kind of frustrated at the moment – I saw the notification so fully expected the delay – but now that delay date has come and passed and my order still sits at “Pending”. I placed this the morning of the day the delay began – so assumed that it would be at the front of the queue to be shipped.
The lack of communication and updates on when this will even ship is frustrating, to say the least. This is my first time buying clothes online, and I am excitedly waiting a nearly $300 order for an upcoming conference. However, after receiving no communication from you whatsoever about this I am definitely second guessing this decision.
I would think the least you can do would be to send out an email once the 13th hit notifying me where I am in queue and what I can expect…
sorry?I order an dress but I write an wrong dress
Thanks for keeping your customers up to date on the back end of ModCloth. I never buy things in a hurry, so it will feel like Christmas next week as the boxes come strolling in. I sure hope you will post some before and after photos so we can see what you have done….and maybe some pictures of the distribution team. It’s always nice to know face behind the kind people who tuck our items into those ModCloth boxes.
I really wish I had been given advance notice of this. You received my return on August 14th, and only THEN was I given notification that there are delays and it may take up to 7-10 business days to process. However, according to this article, anything received after 8/13 will be processed normal time. In the future when you do updates please provide notifications in advance, NOT afterwards. That is not good customer service.
Bummed to see all these angry responses – it’s a small store with tons of suppliers. I saw well before I paid that there was a delay going on, and there’s a notice right on the checkout screen. Ordering online before an event and on short notice is always a bad idea, friends!
Great to hear about the update and hope that all the back orders are coming along smoothly! Excited to get my shipment… I spend far too much money at ModCloth, but it’s all totally worth it!
All the responses from ModCloth say to contact customer care for more info. Well, I did that and all I got was that my order is pending. Not even an apology.
Thumbs down on the negative comments!!…I ordered a pair of shoes that I absolutely love!..they arrived at my home at a reasonable time, but unfortunately I needed a half-size down and have had to return them…I too, planned on wearing them to an event but was perfectly happy to substitute something local that was available. Compared to some of the problems in the REAL world this was nothing. I love your company, the selection of merchandise and I found the customer care rep cooperative and polite. Keep up the good work, good luck in your new venture and I am looking forward to receiving my exchange when convenient…:) 🙂
I hope this upgrade does amazing things for your company, since I think you might be losing quite a few customers over this. I placed an order on August 6th and still no one can tell me when it is going to ship, nor will anyone cancel it. I won’t ever be shopping here again.
Just got an update that half my order is shipping and the other half isn’t coming because the items are now sold out, including a dress that I bought for an event this weekend. Wow, you guys are amazingly bad.
That just confirmed my biggest concern over this whole shipping kerfuffle. my order has been pending since the 6th, and since the updates have been vague/null and I’ve yet to receive a reply email from customer care I have no idea whether or not the dresses I ordered were even pulled, or if they somehow oversold their stock. If that’s the case I hope that they have a clear plan in place to rectify this since a lot of customers seem a bit more than displeased right now.
I definitely believe ModCloth is a company with great potential. Regardless of what side you fall on, or whether you be a detractor or supporter, one has to admit that this wasn’t well managed. This is sad because ModCloth has never gone through a customer relations incident such as this.
I just want to stop those who did see the notice from claiming those who did not see the notice were absent-minded or not observant. Given that individuals experience technical difficulties caused by used browsers, web traffic, and filters (AdBlock) etc, it is not uncommon for one individuals’ browsing experience to differ from others’. Additionally, it is not an indicator of bad character if one purchases items “at the last minute”. We all have expectations of when items will arrive, and full information helps for better expectation formation. Obviously, had these people been alerted in a clear and consistent way, they wouldn’t have purchased. To those people I definitely understand your frustration and hope that you can forgive/be patient. A little understanding on all sides is needed.
Fortunately, I didn’t buy anything I desperately needed…I’m just a little surprised by how unusual the planning of this was, given ModCloth’s usually decent customer service. The positive thing is that the renovation of the Fulfillment Center will ideally get orders completed in a more timely fashion. This is a great move, and will only benefit the company.
In the future, please consider e-mailing before hand (as another commenter noted), or halting the submission of an order with an alert screen in checkout (e.g. when customers move to submit their order have a page that warns them of delay and asks if they still want to submit their order). These steps would add onto the disclosure you already tried to give on social media and your blog (to which not all customers have access).
Also, I totally recommend that ModCloth management read this blog article I read the other day about another individuals customer service experience with a company: http://www.7generationgames.com/2014/03/the-power-of-great-customer-service-or-why-you-should-order-takeout-more-often/. Sometimes, admitting a flub and moving forward with great follow-up beats push back. I think that is why you have upset customers…don’t minimize their problem, own up to the mistake.
Keep your head up and use this situation for improvement, ModCloth!
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