ComplaintsforGentle Monster

• Initial Complaint

  05/13/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I am having a terrible experience with this retailer. I placed an order on May 5 for a pair of sunglasses, using Klarna to pay for it. I received a confirmation from Klarna immediately, and my payment was processed, but I never received an order confirmation from the Gentle Monster. I followed up via email the next day to ensure my order actually went through, and they responded letting me know my order was processed and they provided the order number. After I never received a shipping notification, I followed up again on 5/9, and they responded saying my glasses had shipped and provided a ***** tracking number. When I used the number to track on the ***** website, it was for someone else's package that was delivered in ******* on May 8. I also went on the Gentle Monster website and used the "Track Your Order" link on their website and input the order number they provided and all I get is a popup that says "you order does not exist". I have followed up via email 4 times since and no one has responded. I also tried calling the customer service number listed on site multiple times and days, and it goes straight to voicemail and just says "this number does not have voicemail setup". At this point, I am wondering if this is a scam and they just took my money. Totally unacceptable. I need an update on if my order actually exists and what the true status of it is.

• Initial Complaint

  11/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My order no. is on #********* Product is gentle monster Mass 01 Price is $361.25 I receiveed and tried it. But didn't match me like description. I keep everything package returned it. But they refused me. And return to me. Told me the Label lost and some damage to the lens. It shocked me. I just tried it one time at home and package back return it. They told me I damaged it. And refused refund. If as they said. The original product Maybe Already damaged. And I don't think just a label is the reason refused me. By the way. I tried very glasses have to remove the label. Just the brand. Told me that's not allowed. That's crazy. They are a Korean brand. Very unprofessional, since I started the refund application, I have been delaying my time, unwilling to refund, and I already returned the goods , they actually refused and return back, this should not happen in *****************.I make sure I return everything in the box. Please double check. I need refund. Thanks

  Business response

  11/02/2023

  We take the quality of our products seriously and conduct multiple thorough quality checks on all items in our inventory prior to shipment. Any item found to have even small scratches, is removed and disposed from our inventory. In the rare case that a customer receives a damaged product, we expect to be notified so we may quickly investigate the cause and document the damages for our teams' reference. In this case, we received no notice from you that there was any such issue. In regards to the security tag, the purpose is to protect the authenticity and ensure the quality of returned products. Removing the tag, which by your admission you did, voids the possibility of a refund. The reason for this is that accidental damages may occur and Gentle Monster is not responsible or liable for any such damages. Our team received your item and noticed the removal of the tag, as well as the scratch across the inside of the lens. For these reasons, we could not accept your item for a refund. We truly apologize for this less than ideal situation, but we must respectfully decline your request for consideration. 
  

  All customers are asked to agree to the terms and conditions of our policies when submitting their orders. As such, we expect customers to adhere to our policies and we are unable to make exceptions, particularly when the item has been damaged and we were not informed of this from the beginning. 

  
  

  Customer response

  11/30/2023

  There is a scratch quality problem, which has existed since I received the goods. And there is more than one anti-counterfeiting label, I have anti-counterfeiting labels and codes in my warranty book, which can prove the authenticity and original problems of the glasses. This cannot be used as a reason not to give me a return, I have purchased many times, no one has such a bad attitude, I am very disappointed, this is not a problem that I need special treatment, this is my basic right as a shopper, the quality of the goods, I returned, and was told that I broke it myself, is it that I bought it to intentionally scratch your glasses? That's ridiculous.
  

  Business response

  12/01/2023

  We're certainly not implying that you intentionally scratched the glasses. We are saying that the glasses were returned with some damage and the security tag was removed. These issues invalidate the return policy we have in place and that is why we cannot accept this item for return. We encourage all customers to notify us of any damage they note on the glasses so that we're aware of any accidental damage that *** happen during transit. In this case, we received no indication that you had received the glasses like this, so there is no evidence to support that the damage was existing prior to your return.
  
  The security tag requirement for the return is clearly indicated on our website and the invoices sent along with products. Additionally, the tag itself has a message saying that it is required for returns. We regret that your experience has been less than ideal, and we understand that this resolution is not to your liking. Unfortunately, we are unable to make exceptions to both of these restrictions. 

   

  
  

  Customer response

  12/04/2023

  The scratches you mentioned occurred before your shipment. It means that there were quality problems when you sent the goods to me. Anti-counterfeiting verification is not only a label can prove, my glasses packaging quality certificate, glasses number are proof of authenticity. And the retention label you suggest, otherwise the non-return itself is an unfair policy, especially the label is not so obvious, this can not be used as evidence of non-return. You still don't know much about American law, a Korean brand.
  

• Initial Complaint

  03/03/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I am a loyal gentle monster customer, I successfully ordered one of their new co-branded sunglasses from their official website on the evening of February 27th with the order number #*********.Then the next afternoon I received an email telling me that my order was cancelled because the item was sold out before their system could update it on their website. I think this was handled very unfairly, I don't want to suffer for their system problems and I have paid the purchase amount and expect to get the items I ordered. At the same time, my order was cancelled due to overselling, which I believe is the result of their company mismanagement, as they should have ensured that they had enough stock to meet the needs of their customers, instead of leaving them frustrated and dissatisfied.I hope you can understand my dissatisfaction and disappointment and help me to resolve this issue. I request that my order be reinstated.

  Business response

  03/03/2023

  We understand that this is frustrating and disappointing. We apologize that your order was cancelled due to the high volume of orders our website received during the Margiela X Gentle Monster release. Please understand that this was a limited edition release and Gentle Monster imposed a purchase limit for the entire collaboration in order to ensure that our customers had the highest possibility of purchasing at least one item from the collection. 

  However, we can only do so much with the limited quantity of stock there was available. Unfortunately, your item was one that was highly sought after. As we explained in our initial response and subsequent explanation, there was such a high volume of orders being placed at the same time that the item you placed an order was already sold out before our inventory was properly updated. This issue is common for any online website or seller. Our solution was to cancel any orders that were placed before the website could be updated and process a refund.

  We canceled your order and processed a full refund on our end because we do not have an unlimited amount of stock for any of the frames from the collection and there is no product to fulfill your order. Certainly, this can be disappointing for our customers and we regret that this issue impacted you so severely. We will certainly pass along your feedback to our Headquarters in ***********. 

  Customer response

  03/03/2023

  I understand that this kind of problem happens, but canceling some users' orders is definitely not a reasonable way to handle it. I also have to mention that when I placed my order for this product it was not the first time the item went on sale, it was hours later, and I don't think you didn't have a chance to review your stock numbers in the meantime. Even if you send me an email telling me that your order will be delayed due to stock shortage, I think that would be a better way to handle the order than canceling it. Because you know it's anxiety-provoking to keep an eye on the replenishment dynamics of a desired item, let alone one that was previously successfully ordered.

  Business response

  03/06/2023

  We understand that it is frustrating for your order to be cancelled. As we've explained previously, the stock ran out before our system could update the website automatically. We understand that you disagree with the solution our team has provided for this issue. We will certainly pass this information along to our Headquarters in ***********. 

  Please understand our side of this issue, as our team believed it was unreasonable to charge customers' money without having product to fulfill their orders. We promise customers that their orders will be fulfilled within 2-5 business days. As we do not have an estimated time frame on when our team might be receiving more products for this collection, our team believes it is unreasonable and unethical to hold on to customers' money without being able to deliver on the product within the timeframe promised on the website. 

  Therefore, a cancellation was the best solution under these circumstances. You will be receiving a full refund for your order and if you're still interested, you are more than welcome to try to purchase the glasses once a restock is confirmed. However, please note that it will be a first-come, first serve basis. 

• Initial Complaint

  02/20/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Last December, I put an order on their website and bought six pairs of sunglasses. After I received them, I tired and immediatly request a return to return the ones I do not like. However, the error happened during packging process, since there were six glasses with six boxes and six ** card, so I accidently messed up two ** cards which means I mailed a wrong card back. On this January, the seller received the package and found the error, they sent me an email and explained the situation here. However, I do not know why their email address always goes to junk box which I do not check everyday (I attached the snipping here), so I missed their message. They gave me ************************************************************************************** and no longer available to return. I understand their policy but I will not be able to check my junk box everyday to see if some sellers will contact me for something. Now I found the correct the ** card and I want to return the product and they said NO. I feel it is "Forced to Sell". If this is the normal situation and I just miss the return term, I will take the responsiblity, but this is not, this is the seller trying to sell me something I do not want. They claimed they tried to contacted me, but they know I may not be see the email in time. Their email always goes to my junk box, no matter how many times I draged it from spam folder! I have no idea I will be contacted. how can I response in time?

  Business response

  02/20/2023

  A return for this customers' order was requested on 12/22/2022 and our team provided the customer with the return label for them to ship their frames in. As the customer stated, our team received the returning items on 01/05/2023 and noticed that one of the frames was missing a card that is required for a refund. We notified the customer via email of the issue and requested that they send our team the correct card for a refund on 01/05/2023. Our policy in these situations is to hold on to the product for *********************************************************** the materials do not arrive, then we decline the return and ship their product back. Regretfully, our team did not receive the missing materials necessary for a refund, so they proceeded to ship back the declined item on 02/07/2023. Our customer service team emailed the customer and provided the reason for the declined return as well as the tracking information for the package. Our team had no indication that the customer was not receiving our messages, since a month passed between when their package arrived and our team shipped back the item. As we've explained to the customer, our policy is listed on the website and all customers are required to agree to these terms prior to completing their purchase. At this time, it is now over a month since the return window has lapsed. We are unable to accept a return for this item. We regret the situation that has occurred and understand what a frustrating experience this must be for the customer, unfortunately, we are unable to make an exception to our return policy. 

  Customer response

  02/22/2023

  When I first returned the products, they did not give any instruction that I need to check the ** card. I was not aware that each one has different ** card. What I try to say here, their return policy I underdstand but do they know their email always goes to junk box? Even though they give me one year, I still might miss their time period beacuse I have no idea I will receive email from them. If this is their customer service, I have nothing to say just hope they can improve their return instruction and make it not like a fraud. 

• Initial Complaint

  10/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a pair of sunglasses and its gold clip accessory on 12/19/2021, and moved to *********. Slowly realized Clip was not fitting correctly, so brought it back in September 2022 after I moved to **************** to get it adjusted. Was informed that the clip is not meant for the sunglasses. I told them countless time I got confirmation that clip was for this model, and they were put together as a set on display. Store staff ****** refused to do anything to resolve the situation, and together with her staff lied that they did inform me the clip is not meant for the sunglasses.

  Business response

  10/17/2022

  We reached out to the San **** Flagship Store for further context of this situation. This customer was informed that the clip was not for this model on 2 separate occasions as an explanation of the issue and both times, the customer requested a refund. The store policy allows refunds up to 14 days after the original date of purchase. Unfortunately, this issue was not brought up to our attention until September 2022, almost a full year after the original date of purchase. As such, the store is unable to provide a refund for a product that has been used and has been in the customers' possession for approximately 9 months. The customer also called our Online customer service and requested a repair. When the Repair team received the frames, they noticed the same issue (Incorrect clip being used for the wrong frames) and informed the customer that there was no alteration or adjustment possible due to this issue. The customer requested a refund, but again, a refund can not be accepted for products that have been used for well over 1 month. Unfortunately, at this time, there is nothing more we can do to assist this customer. 

  Customer response

  10/17/2022

  So basically the seller lied to me before the sales that the sunglasses and the clip is meant to be together both verbally and put them to get her physically on display. I will not be able to find out until the seller told me. This is just unethical. The so-called dear classic model that the clip is for is not even on sales in the store at the time of purchase, and all 3 sunglasses that the store was advertising the clip with are the same models with the one that O just purchased. Based on the sellers response, I should feel lucky that they at least informed me that the clip is not for the sunglasses after 9 months of purchase, rather than never letting me know.

  Business response

  10/17/2022

  Unfortunately, the Dear Classic frames are no longer available and the clips are out of production. We are unable to make any exception to the return/exchange policy as this is set forth by our International Headquarters. We sincerely apologize for any misunderstanding or miscommunication in which you believe you had purchased the correct clip that was compatible for your frames. We will be sure to speak with our store employees and make sure that they are always communicating clearly with the customers so as to avoid this unfortunate situation. 

• Initial Complaint

  08/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a pair of BiBi01 sunglasses need repair because the short temple tips caused scratches on both left and right corners of the lenses. This is a manufacturing defect because the temples are too short that no matter how you fold the glasses, the temple tips will always touch the inside of the lenses. I first brought the product to a local Gentle Monster store, and the store staff confirmed that the temples are designed too short and that the contact between temple tips and lenses is unavoidable. The staff put down the note about this issue and sent the product back for repair. Because I bought the product within a year and the damage is a manufacturing defect rather than wear and tear, misuse, or negligence, I believe I am qualified for the warranty. However, I got email replies from Gentle Monster that they refuse to cover the repair costs under warranty even though they confirmed that the store employee notates the root cause of the issue. The only reason they gave me is that their repair manager declined this warranty request. They sent back photos from their repair site to prove their repair manager's decision, but clearly, they did some tricks like bending or adjusting the frames so it looks like it's not the defect of temples. Fortunately, I kept a photo of the sunglasses before I brought it to the store for repair. From my photo, the temples are in totally different positions from the photos they sent. As you can see both temple tips were within the boundary of the lens and one of the temple tips was touching the lense. This photo still has the original timestamp on my phone. On the other hand, if the scratches were not caused by the temple tips, there is no way I could make those scratches on the corner of the lenses with just a few time's uses. Overall, what they do to just turn down my 100% reasonable warranty repair request is ridiculous and unacceptable.

  Business response

  08/11/2022

  The store employee who assisted this customer with their repair request did indicate that the scratches appeared to be caused by the temple length. However, once our Repair manager received the frames and inspected them, the Repair manager determined that the scratches were not caused simply by the frames being folded. Please see the photos we've attached showing that the temple tips do not touch the lenses when the temples are folded or even when being held in the air. For the temple tips to touch the lenses, the frames would have to be compressed, such as when the case is placed in a very tight space such as a purse or bag. Thus, our Repair manager determined that the issue was not due to a manufacturer defect and would not be covered by the warranty. Please see the details of our 1 year limited warranty below:
   *Gentle Monster's frame warranty does not cover scratched lenses or broken frames due to customer’s normal wear and tear. Any kind of mishandling, accidental damages, or unauthorized repairs or alterations on your frames are not covered under warranty. In such cases, we will always notify you of the cost of the repair. Please note that no repairs or charges will be made without your prior consent and confirmation.* 
  As you can see, our warranty is not applicable when the lenses are scratched due to normal wear and tear, mishandling, or accidental damages. It is our long-standing policy to never perform any sort of repair or alterations to any frames before receiving customers' consent and permission to do so. Therefore, we can confirm that there was no adjustment made to this customers' Bi Bi 01 frames without their explicit permission and consent. Additionally, we apologized to the customer if any of our store employees led them to believe that the repair would be covered by the warranty, as our Repair manager is the sole person that is qualified and trained to make that decision. 

  Customer response

  08/11/2022

  This is a very obvious design flaw, if needed, I can gather the comments from other customers who had the same issue with BIBI01 product from social media.
  This also doesn't make sense if your repair manager is the sole person that get to decide what is under warranty. The repair manager is hired by your company and of course the repair manager will stand on your company's side to defend your interests. I will only be convinced by the conclusion drawn by an unbiased third party.
  Also, if the scratches are not caused by the temple tips, how could I make those scratches on the corner of the inner side of the lenses? And could you tell me why the temples are in totally different position in my photo?

  Business response

  08/11/2022

  We can not speak to the issues that other customers may have experienced with this frame as every issue can be different. We have plenty of customers who've purchased these frames and have not reported this issue you say you've experienced. We assure you that if the temple tips were defective as you say, the lens replacement would have been covered by the warranty at no extra cost to you. As we've stated previously, no alteration was performed on your frames, as we require customers' explicit consent before doing anything to their items. We understand that this is less than ideal, however, we must follow our policy. Our warranty does not cover any accidental damages/scratches that are caused by mishandling or improper usage. Once again, we apologize for any inconvenience and we thank you for your understanding.  
  
  

• Initial Complaint

  03/17/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I am writing this complaint due to my purchased item. I have attempted to resolve this matter through dealing directly with your ********, ** location - however, I was met with extremely repulsive response from your store manager ****. Therefore, I have no choice but to take step 1 which is file BBB complaint before I pursue step 2 if this issue cannot be resolved. I hope you can understand my position and assist me in my desired outcome. Problem 1.On February 11, 2022 before I finalized my purchase, when asked turnaround timeframe, sales rep stated 10 straight days. After checking with her manager, she stated 7 straight days. However, I received text message to pick up my glasses on February 24, 2022. Not 7 days. But 13 days. Problem 2. Before finalizing the purchase, I fully adjusted my frames to fit perfectly. However, when I went on February 25, 2022 at 2:30pm to pick up - I was presented a glasses which seemed to be the design I selected but did not fit the way I adjusted when finalizing the purchase. However, the store rep tried adjusting the frames twice. Each adj. was making it worse. So, i did not take the glasses, and told him, have your manager call me because I have to go and catch my flight. Problem 3 Manager name **** from ************ location calls me, and he could not care less about my situation and said, we will ship to Vegas and you will just get it adjusted if you need it. Got it? I told **** it will cost gentle monster more money on shipping a product that does not fit back to back. So, I started I want a full refund to avoid this unnecessary annoyance. **** replied, with a laugh never. So, I said to ****, is there anyway to find a solution? I really dont want to file a BBB claim. **** replied, BBB? (Laughed again) we will contest it. And just hung up the phone. I assume all calls are recorded. 3 problems for a simple glasses.I am seeking a full refund of $509.00 on my purchase made on February 11, 2022.

*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. ↩