ComplaintsforFive Below

• Initial Complaint

  09/24/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I went into the 5 below store (***** ******************* Redlands Ca *******  I purchased 1 item which happens to be a food item. I immediately noticed I was charged sales tax which food items are exempt from sales tax. To top off the tax was 8.75% way higher than Ca sales tax 7.75% I immediately brought this to an employees attention and they said there was nothing they could do about it. I’m not too upset about 0.44 cents extra I paid but realized I shop here a lot this adds up along with the other customers. I have to wonder what exactly is this company doing with the 1% over tax rate and charging tax on items they themselves will not be paying taxes on. Just curious if anyone else has noticed this.

  Business response

  09/25/2023

  Customer did not contact us directly so we will contact her via email, offer to reimburse for the overcharge, and advise our tax department of the error so that it can be corrected.

  Customer response

  09/25/2023

  The response from the business is I did not contact them directly yet at the time of purchase I did point out this error and I was informed it could not be fixed. My concern is if this is the way EVERY customer is being charged its illegal and should be corrected immediately by the business not the consumer having to take the time and request a refund. Again I'm asking why is this store charging tax on non-taxable food items and why are they also over taxing at a higher rate?

• Initial Complaint

  08/23/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Hello. I live less than a mile from one of the stores located on **** and ******** in Tulsa ok. My daughter and I have given much business to this location and have always been greeted with hellos and friendly faces. I made a visit yesterday, 8/22/23 after dropping my daughter off at school. I sat in the parking lot and waited for the store to open which opened almost 10 minutes past opening time. This wasn't a big deal but what followed was completely unnecessary. There had been a few people who walked in before me. When I walked up, the manager, *****, pulled 2 huge bins of merchandise to the door and left them there, I assumed that when she saw me she would say, excuse me, or something of the sort and position the bins to allow me to enter, instead she looked at me and walked away from the door to grab another bin. I walked forward and slightly slid a bin over to create a small space to enter which seemed to aggravate her. She replied, “ I’m trying to get these bins out”. Her tone and expression was upsetting. As a Nurse and a person In general , I understand that things happen that can transform your day however to direct that towards a customer at the beginning of the day seems to be more of a character flaw. I didn't care that she did that so much its just usually in a situation like that, you at least get a friendly apology. When I entered the store I was also slightly swiped with the last bin she was pulling out as she carelessly pulled it passed me. I have recently recovered from being ill and really didn't have the energy to address her ignorance which is why I'm sending this email. I'm not saying she should be fired but she definitely needs to be reprimanded. Nobody should ever have to experience that again.

  Business response

  08/30/2023

  
  We did receive a contact from the Customer and advised the district manager. The District Manager confirmed calling the Customer-leaving a message-and currently awaits a call back.
  

   

  Sent: Thursday, August 24, 2023 2:30 PM
  To: ****, ** <**********************************>
  Cc: ******************** <**********************************************>; ********************************** <***********************************************************************>; ********************** <************************************************>; ************************** <**********************************************>
  Subject: Re: Customer Complaint / Store **** / *************************
   
  Good afternoon,
   
  I have reached out to the customer awaiting a callback. I will notify you once I have spoken with them.
   
  Thank you
   
  ***************************| ************| **********************************************

• Initial Complaint

  08/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  August 9th,2023 around noon. I went to the Wentzville,MO location. Purchased several items while at the store. At checkout, which is self checkout. I had an employee come up and ask if everything was OK. I said yes, I continued my checkout. When I got home I noticed I was missing one of my bags from the store. I immediately called the store and asked if they had seen my bag of clothes. She replied yes. I said great, can I please pay to have it shipped to me, since I live 250 miles away? No we don't ship. I then asked for a refund, which I have my receipt. Denied that as well. So only way for me to recover my merchandise is to drive back to  St Louis from Fayetteville, AR. All I'm asking for back is what I paid for.

  Business response

  09/13/2023

  Customer was contacted on August 14th (see email below) and has yet to respond. Customer was also called twice today, Sept 13, but did not answer and does not have a voice mail option.  Customer is being emailed today.  When we hear back from the Customer we will again ask for a copy of receipt and at that time will offer an ecard as reimbursement.
  
  Aug 14 05:49 pm
  
  Hello,
   
  Thank you for writing in. I do apologize for the inconvenience that your other bag of merchandise was left behind in the store. I'm happy to resolve this for you.
   
  Can you possibly send a copy of your receipt so I can request a refund from the Finance team?
   
  May I also have the following details:
   
  Full name:
  Last 4- digits of the card number:
  List of the items that were missing:
   
  Hope to hear from you soon.
   
  Warmly,
  **** **
  Five Below Customer Relations

• Initial Complaint

  07/14/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I have ordered from fivebelow several times with no issues. My orders usually arrive within 2 days and it’s great. However for the first time I’ve had an order not arrive and I thought I’d contact them since they’re so good about shipping. However I got the complete opposite with their customer support agent April. I see from other complaints I’m not the only one with an issue with her. I ordered my package as gifts for my kids upcoming birthday and now they aren’t going to arrive in time and I’ll be forced to go get pricier alternatives from another store. My order number is **********. I have contacted the support for fivebelow and April has not been helpful at all. She asked for address verification. I gave it. She asked me to file a police report which is a complete waste of time for a package from fivebelow, but I did it. Then she asks me to wait an additional week for them to contact the police about the report. This is ridiculous at this point I would just appreciate a refund as they’ve shown how they really handle their business the one time I need to contact them for help. The order costs $141.42 and I don’t have the money or item to sit back and wait for them to waste a week. This is so unhelpful and unprofessional and I’ll probably not be ordering from them again sadly after this.

  Business response

  07/18/2023

  The customer was issued a full refund of $141.42 on July 14, 2023. See attached.

  Customer response

  07/20/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I finally received a refund after fighting with the company. They begrudgingly sent me a refund and claimed it was a one time courtesy. Anyways I am happy with the outcome. Thank you. 
  
  Regards,
  
  **** ******
  
  

• Initial Complaint

  07/14/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I recently visited the ******************** location and did some shopping with my kids. We saw ******** ****** controllers on an endcap with a big $5 sign above them (and no other types of price markings). The kids asked for them and for $5, I agreed.After waiting in line for a substantial period of time, I went to pay and saw they were $10 each instead. The cashier said he would go check it out and we walked over together. He very clearly saw the sign, but said it was intended for the item on the other side of the rack, but he can see where the confusion would be. He said even with that the case, he can't do anything about it because of the store policy.1) If there is a strict rule about fixing wrongfully marked items, why waste both of our time going to check it out? I already just wasted a ton of time in the line.2) There is NO other pricing listed and this was the only price that could have been determined...I already promised it to my kids under the premise it was $5....that is the store's fault, not mine.I asked for the manager and he said 'I am the manager'. I asked him his name and he refused to tell me. He said it's a rule I cannot tell you my name. Not even just the first name? He is a manager?? I asked him his position and he said 'part time sales lead'....was this really the highest level manager available? Falsely advertised pricing forced me to overpay for an item that I wouldn't have agreed to for my kids and then the 'manager' definitely did not handle the situation properly. I am looking for a refund for at least the difference in the price.

  Business response

  08/11/2023

  *************************
  Assign
  Last communication with Customer was on Aug 04 04:34 pm. It was as follows:
  

  Hello ***,
  Thank you so much for providing that info! I just went ahead and submitted a request for a refund of $10.60 to be made to the original method of payment. Please allow your bank up to 2-7 business days to process your refund.  
  I also wanted to confirm that the details of your experience have been brought to the attention of the district manager of this location so they may follow up with the store team.
  Please feel free to reach out if there is anything else we can do to assist you, we're happy to help. Thanks for being a Five Below fan! ???
  ******
  Five Below Customer Relations

  Customer response

  08/13/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  Thank you for your assistance.

  Regards,
  
  *********************

• Initial Complaint

  07/12/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Five Below has charged my credit card but is not making any effort to get my package delivered to me; I'm told they will look into it further on July 25th! This is not acceptable. I want a refund now so I can take my business elsewhere. I am a senior citizen on a fixed income and have to pinch every penny until it screams which is why I chose to shop at Five Below in the first place. I would rather go elsewhere and pay more money to get what I need. My order number is **********.Thank you for reading.

  Business response

  07/29/2023

  the customer was issued with a full refund (total of $19.05) on 7/12/2023-documentation attached

  Customer response

  08/05/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***************************
  

• Initial Complaint

  07/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This store is selling broken products. Someone needs to go through the reviews and look at how the products are already used and the store refuses to do returns. I purchased a car mount that would not work. It was a defective product. I walked in and showed them and asked for an exchange and was told that the product was opened. Of course it was opened, that’s how I know it doesn’t work. They said if a product is open they don’t do returns. I showed on the receipt that if a product is defected it can be returned and the manager said “new policy”. I purchased the item just one minute before I walked in. It’s a scam and I believe it was also racially motivated. They didn’t even try to help, the worker immediately started to push it against the counter and when it couldn’t stick she said “well you don’t want it to be sticky and mess up your window. I want a refund

  Business response

  08/07/2023

  
  The customer emailed and called Five Below and received the following response on July 12, 2023.  The issue was also communicated to the District Manager of the J-ville FL store.
  
  Jul 12 08:30 am
  
  Hello ***!
   
  I just wanted to follow up regarding your experience at our Jacksonville, FL store. 
   
  I understand that you received a refund for the item via an eGiftcard on 7/10/23, but wanted to ensure the matter has been resolved to your satisfaction.
   
  Please know that the details of your experience have been brought to the attention of this store's district manager and leadership team to ensure all store crew members are up to date with the correct return policy. Again, we sincerely apologize for any misinformation or inconvenience.
   
  We have additionally forwarded this product issue to our team of buyers and our quality control department for further review. Thank you again for taking the time to send your video of the product!
   
  Please let me know if there is anything else that we can do to assist you, we're happy to help! Thank you again for bringing this matter to our attention and for giving us the opportunity to respond.
  

• Initial Complaint

  05/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had to place two duplicate orders less than an hour ago because the online credit did not correctly applied the first time. I contacted customer service immediately and asked them to cancel one of them, and was replied that they could not cancel it (?). However, I can still do a return later. It turns out that I will have to pay for return shipping. This makes NO sense. I request a cancellation and they refused, then make me pay for return shipping. I just want a refund and the order cancelled. The order number is **********.This is the worst business practice I have seen, and I will not order from Five Below again. The attached photo shows two orders of the same item, made today (less than an hour ago).

  Business response

  05/31/2023

  See attachment.  Customer was offered free shipping (refund for shipping if another order was placed) and a return label (Five Below funded) to return the order that could not be canceled. We will contact the Customer today and re-offer the return label.

• Initial Complaint

  12/25/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed or #********** on 11/20. After receiving a later order on 11/28 and checking the status of this one to find the label was created but the package not shipped, I contacted customer service. A ****** responded "Unfortunately, all shipping carriers are a little backed up due to the lack of drivers and the increase in packages. The good news is that normally, packages do move and get delivered! Of course, if we don't see any movement on your order by the 10th business day (12th December 2022), we will be happy to see what we can do to make it right!"I'm not sure how many holidays Five Below celebrates between mid Nov and mid Dec, but unless every other day is a holiday, somebody should have been willing to address the problem before 12/12. Regardless, nothing ****** said turned out to be true. I again inquired about my order on 12/9 -- which is obviously more than 10 business days after 11/20, and I got no response. At no point has anyone at Five Below attempted to make anything right. Nobody inquired with the shipper about the package, nobody attempted to replace the package, nor has anyone offered to refund my money. There was no customer service with their stated 10-business days, nor before the holiday. The whole line about providing customer service at any point is a complete scam. I ordered very collectible ***** and ********** ************* for the holidays for my kids. At the time I inquired about the order, everything I ordered could have been replaced. But that is no longer the case because ****** preferred to issue a canned bs response and tell me she could make everything right later if the package didn't turn up on its own without her having to do anything. Although I see an out of stock notice online, I know these items will be made available in stores soon. So I trust you will be able to do what you need to do to replace the order regardless of the stated online stock status. Thanks!

  Business response

  01/12/2023

  Dec 11, 2022, we refunded ************** $62.81 which was the full value of the lost order, **********. 

  Dec 25th, we were contacted by ************** stating that she had not received a response. 

  Dec 26th we responded saying that we apologized that the order was lost by *** and provided the ************** with a screen shot of the refund that was done on Dec 11, 2022. We also added a $7.95 credit to ****************** account so that she would have free shipping with her next order. 

  Dec 27 we also sent ************** a $50 ecard as an apology for her experience. /

  We consider this matter to be closed.

• Initial Complaint

  12/03/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I had made a large order like 18 or 19 items and have only received one item from my order! I’ve contacted customer support through emails and they stopped responding back to update me. I’ve also called and they think it was stolen or on the truck. I have the fed ex app! I can see they only sent out one shipment and it was 10 lbs the same as the one item I received . There was no other package shipped. They charged me for all of the items and only received one item. They have not told me what is going on with the rest of my order. I would like my items shipped to me ASAP or a refund. This is unacceptable. I have shopped here many times and spent quite a lot of money in store and on their app. This is frustrating that no one can seem to help me. Especially around the holidays when people are expecting their packages !

  Business response

  12/16/2022

  Customer was refunded in full for $107.58

  2/3/2022 ****** *********************** Package Delivered, Not Received Ecomm ********** **** - ***** Home ******** (***** Provided Photo) Refunded Order REFUND $107.58  

  Customer response

  12/23/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *******************************
  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩