Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:06/09/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 5/30/2025 I purchased a ************* Monogram ***** ***** Item#:********* on the website. The total purchase was $2,349.00.The order indicated the estimated receive date of the purchase was by June 3. I also saw verbiage that said shipping would be completed in 3-5 business days which meant purchase should have been shipped by June 6th. On June 4th I chatted with client services and was told purse had not been shipped. On June 6th I called customer service and explained this was for a graduation gift and I needed to confirm shipping date. I was then ensured that the item would be shipped and as a courtesy it would be overnight to me. On June 9th I just called customer service again and no one can find information on the shipment and that they are currently behind in shipping. I was then told I would be contacted once shipment is completed. I now have to wait until they decide when they can ship item after originally seeing an estimated delivery date of June 3rd. I would not have purchased the item had I known they are behind on shipping items. I am requesting a full refund of my purchase.

  

  Business Response

  Date: 06/11/2025

  Thank you for taking the time to share your experience. I want to begin by extending my sincerest apologies for the frustration and disappointment youve experienced especially surrounding such a meaningful occasion like a graduation.
  We fully understand how important timely delivery was for your order, and we deeply regret any confusion or delay that impacted your plans. While our goal is always to meet or exceed the estimated delivery windows shown at checkout, we recognize that in your case, we fell short of that promise.
  After carefully reviewing your order, I can confirm that your ********************** ***** bag was delivered yesterday, June 10th. That said, I completely understand if the delay affected the purpose for which you purchased it. To ensure we take care of you properly, a member of our *************** team will be reaching out directly to discuss your experience and next steps, including how you would like to proceed.
  We truly value you as a customer, and were so sorry for any inconvenience caused.

  Customer Answer

  Date: 06/11/2025

  
  Better Business Bureau:
  
  Please see the response I sent to ******** at Fashionphile client services via email on 6/11/2025:

  Hello ********,
  
  
  Thank you for the email and follow up it is much appreciated. 
  
  
  I wanted to reply and confirm that I have received the purse and I will be keeping it. 
  
  
  I will also update the BBB case and acknowledge that you all have resolved my concern and I am no longer pursuing a refund for this item.
  
  
  Thanks and again have a great rest of your day. 
  
   I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ******* *****
  
   

  
  

• Initial Complaint

  Date:06/07/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ******* For this offer Id like to be paid out as Fashionphile received my item weeks ago and its still in processing status Id like 1250$ to be paid out I tried to reach out to their cs and the wait time is so long

  

  Business Response

  Date: 06/16/2025

  Thank you for reaching out, and we sincerely apologize for the delay in response and for any inconvenience caused by the longer-than-usual wait times.
  We want to assure you that your item was processed, and your payout of $1,250 was initiated on June 9th. Once initiated, payments typically take up to 5 business days to be deposited into your account, depending on your financial institution. As today is June 16th (the 5th business day) you should be seeing the funds reflected in your account very soon, if not already.
  If you do not see the deposit or have any other questions, please dont hesitate to reach out to us directly. We are happy to help.
  Thank you again for selling with FASHIONPHILE. We appreciate your business.

• Initial Complaint

  Date:05/29/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 1/19/25 I purchased an MCM bag from your guyss website. When the bag was received it came not as described. The bag had damages on it which led me to believe that the bag is counterfeit and also the dust bag cover that was promised was not in the box. When trying to reach out to customer service, I received no help and the representative i spoke with was actually quite rude. This was my first time shopping with fashionpile and Im truly unhappy with the outcome

  

  Business Response

  Date: 05/30/2025

  Thank you for reaching out regarding your concern. After reviewing your account, I see that order #******* for the *** Visetos Aren Tote, placed on January 19, 2025, was marked as delivered to the address provided at checkout. We also note that you selected the No Signature Required option during purchase, which allows the courier to leave the package without obtaining a signature. When this option is chosen, responsibility for the delivery transfers to the client once the item leaves the FASHIONPHILE facility. This policy is clearly outlined in our Shopper Terms and Conditions.
  With that said, I sincerely apologize that you did not receive your package as expected. I understand you contacted our *************** team on January 28, 2025, to report this issue. Because the delivery method selected did not require a signature, we were unfortunately unable to file a shipping claim with the courier. Additionally, we acknowledge that a chargeback was filed with your bank regarding this order, which was ultimately resolved in favor of FASHIONPHILE.
  Please note that order #*******, which includes the *** Visetos Aren Tote in Powder Pink, is the only order associated with your account. If you are referring to a different order or have any further questions, we encourage you to contact our *************** team directly. They are available Monday through Friday, from 7 AM to 5 PM PST, at **************, and will be happy to assist you.

• Initial Complaint

  Date:05/27/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Paid $12,000 on a product. Package is lost. No solution has been given. The excuse is my address does not accept Next Day or Second Day shipments.

  

  Business Response

  Date: 05/28/2025

  Thank you for shopping with FASHIONPHILE. We truly appreciate your business and the trust youve placed in us.
  We understand your concern regarding the delivery of your recent order and want to assure you that we take these matters very seriously. As soon as this issue was brought to our attention, we escalated it to our Claims Team for a thorough investigation.
  After reviewing all tracking and shipping details, our Claims Team has confirmed that the package is not lost. It is still in transit and remains on track to be delivered by the original estimated delivery date of May 31st. An email with this update was also sent directly to you to confirm this.
  We completely understand how frustrating it can be when there is a lack of movement on tracking, and we sincerely apologize for any inconvenience this may have caused.
  Were continuing to monitor the shipment closely and remain hopeful that it will arrive by the expected date. Should your package not arrive by May 31st, please dont hesitate to contact our *************** team. Were here to help and will gladly assist you with the next steps.

• Initial Complaint

  Date:05/15/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Regarding My Quote *******, I have experienced a shipment issue with lost packages. I have contacted customer service via phone five times and expect Fashionphile to take immediate and fair action to resolve this matter. Unfortunately, despite three months having passed since my initial contact with customer support, the issue remains unresolved.

  

  Business Response

  Date: 05/16/2025

  Thank you for reaching out to us again and giving us the opportunity to respond. We understand how important this matter is to you and appreciate your continued follow-up.
  Upon review, we can confirm that this issue was previously addressed and a resolution was provided. At this time, the case has been closed on our end, and we are unable to provide any additional information. As noted in earlier communications, we kindly recommend contacting the courier you used to ship your item, as they would be best equipped to assist you further.

• Initial Complaint

  Date:05/15/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ******* This bag was received on 5/7/2025 and Fashionphile still hasnt paid me. I inquired their customer service and they haven responded also id like the item to be paid out

  

  Business Response

  Date: 05/19/2025

  Thank you for reaching out, and I sincerely apologize for the delay in processing your payment. Due to a high volume of items currently being reviewed, there have been some delays, and we truly appreciate your patience.
  I'd like to confirm that your payment was initiated via ACH on 5/16/2025. As ACH transfers can take up to five full business days to complete, you should expect to see the funds in your account by the end of the day on 5/23/2025.
  Were grateful you chose to sell with us, and we want to ensure your experience is a positive one. If you have any further questions or need assistance with anything else, please dont hesitate to reach out to our customer service team.

• Initial Complaint

  Date:05/14/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sold 4 items to FashionPhile and they were delivered on Friday, May 9, 2925. Its now May 14 and one item is still processing and the other 3 items have been approved but the company is just holding onto the money that is supposed to be paid out. I sold these items because I needed the money for bills as the cost of living continues to skyrocket. I am not understanding what is going on and Im becoming increasingly stressed about it. It doesnt make sense to just hold the funds and not do anything about it. I also dont understand why the item still processing has been so difficult to authenticate. Its new and never been used, and was purchased from a Chanel boutique, so I dont see what the issue is.I would like the funds to be sent to my bank account as soon as possible - I understand that processing times vary, but this is just ridiculous.I dont plan on selling through this company ever again because they move so slowly.The Quote IDs are: *******, *******, *******, *******

  

  Business Response

  Date: 05/15/2025

  Thank you so much for reaching out and giving us the opportunity to address your concerns. I completely understand how important it is to feel confident and informed throughout the selling process, and I truly appreciate your patience.
  Your items arrived at our ******** location on Friday, May 9th. Since our teams are unavailable over the weekend, processing began on Monday, May 12th. We typically ask for 4 to 5 business days to complete authentication and processing.
  That said, Im happy to share that 3 of your 4 items were processed and paid out within just 2 business days on May 14th, which is a great turnaround. I also see you selected ACH as your payment method. While we release funds promptly, it can sometimes take up to 5 business days for them to appear in your account, depending on your banks processing times.
  Regarding your fourth item, it has now completed our authentication process as of today and is currently in the Needs Pay status. That means your payment will be released by the next business day, and you should see those funds reflected in your account shortly.
  Were grateful you chose to work with us and that your items moved through our process within the expected timeline. If you have any other questions or if theres anything we can do to further support you, please dont hesitate to reach out.

• Initial Complaint

  Date:04/28/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a formal complaint against Fashionphile for fraudulently withholding a ************* payout owed to me. Here are the facts:On 03/20, I shipped an 18k yellow gold *** ************** Alhambra Necklace to Fashionphile via *** (1Z2156X69001751763), using THEIR provided ************ confirmed the package was lost and APPROVED the insurance claim on April 23, 2024, paying Fashionphile the insured amount.Despite receiving this payout, Fashionphile emailed me the SAME DAY (April 23) stating: The claim has been denied and will not be reopened, refusing to compensate me.This is deliberate theft, Fashionphile has kept the agreed sale amount, leaving me with nothing. Their actions violate basic business ethics and likely breach contractual obligations.I demand the BBB intervene to:Secure IMMEDIATE reimbursement the amount Fashionphile owes me.Require Fashionphile to provide proof of the *** payout and justification for their denial.

  

  Business Response

  Date: 05/05/2025

  Thank you for bringing this matter to our attention. Please know that we are taking your concerns very seriously.
  Our ***************** has been actively reviewing all details related to your shipment and the associated insurance claim. I understand how important a timely resolution is, and I want to assure you that weve been in continuous contact with our internal team to ensure this is being thoroughly and fairly evaluated.
  At this time, we do not yet have a final determination to share. I recognize that this delay is frustrating, and Im truly sorry I cannot provide a definitive update today. That said, please rest assured that as soon as our ***************** reaches a conclusion, we will contact you directly with the outcome and next steps.
  In the meantime, if you have any additional questions or concerns, you are welcome to reach out to us directly via email or by phone.
  We appreciate your patience and understanding, and we remain committed to resolving this matter as quickly and fairly as possible.

  Customer Answer

  Date: 05/05/2025

  Hello, I was informed by your claims team that the investigation had been closed and would not be reopened. However, I still havent received any response, despite sending another email last week. I trust this will be resolved promptlyl.

  

  Business Response

  Date: 05/08/2025

  Thank you for your patience while we looked into this matter.
  After a thorough review of the situation, our ***************** has made the decision to move forward with a payout for the value of the item in question. While the available evidence was limited, we understand how important this matter is and have opted to resolve the situation in good faith.
  The payout was initiated on our end yesterday and may take up to five business days to reflect in your account, depending on your financial institution.
  If you have any further questions or concerns in the meantime, please dont hesitate to reach out to our team directly. We're always here to help.

  Customer Answer

  Date: 05/15/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***** ******
  
   
  

• Initial Complaint

  Date:04/26/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Im filling complaint as fashionphile received my on 4/21/2025 and its been under processing status for days Id like my item to be paid out as they had sufficient time to process and payout ******* Is the quote number

  

  Business Response

  Date: 04/29/2025

  Thank you for choosing to sell with FASHIONPHILE and for sharing your experience, ****. I see this was your first time selling with usI apologize for the inconvenience you encountered, and Im truly grateful for the opportunity to assist you!
  We received your Polished Saddle ******************* in ******** on April 21, 2025. Weve recently experienced delays due to a high volume of incoming items, paired with our commitment to processing each one with the care and attention it deserves. While I regret the delay, Im glad our dedicated *************** Specialists were able to support you. Im pleased to share that your payment in the amount of $2,200.00 was initiated today, April 29, 2025, to the direct deposit method on file. Please allow up to five business days for the funds to reflect in your account, depending on your financial institution.
  Thank you again for entrusting FASHIONPHILE with your item. I hope your next selling experience with us is smooth, timely, and nothing short of exceptional.

• Initial Complaint

  Date:04/14/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To Whom It May Concern,On March 19, 2025, I accepted an offer from Fashionphile, LLC to sell my ************* Damier Ebene handbag (Item#: BW1518601), originally purchased for $1,550.00 in November 2024, under Quote ID: ******* for $930. I followed all instructions and used the prepaid *** label provided by Fashionphile (Tracking #: 1Z12R0R19094818270). I dropped the package off in person at my local *** store and was given a generic receipt.Unfortunately, the package showed no tracking movement afterward. I contacted Fashionphile, and they acknowledged the item was insured. However, they stated the receipt I submitted was not sufficient to file an insurance claim, leaving me without compensation or support. This response is unacceptable and deeply disappointing. I complied fully with the return process, used your provided materials, and acted in good faith.I feel this business has taken advantage of my trust and unfairly denied responsibility. I am now out of both the bag and the money I was promised. I trusted your company to honor its policies and protect sellers, especially when shipping with your own label.This experience has left me feeling deceived and powerless. I expect Fashionphile to take immediate and fair action to resolve this matter. Consumers deserve better treatment, accountability, and transparencyespecially when following your procedures.Sincerely,******* *******

  

  Business Response

  Date: 04/16/2025

  Thank you for your submission. We understand how upsetting this situation has been, and we genuinely wish the outcome had been different.
  To clarify, when items are shipped using our insured *** labels, the insurance only covers incidents that occur while the package is in ***s possession. Unfortunately, in this case, the tracking never updated, and we were provided no proofsuch as a *** drop-off receiptthat the item was handed over. Without this evidence, we cannot initiate a claim, as *** requires confirmation that the item was accepted into their system. Our claims team conducted a full investigation and reviewed the generic receipt provided, but it does not indicate a package drop-off. For this reason, we are unable to proceed with filing a claim.
  It is never FASHIONPHILEs intent to deceive, take advantage of, or betray the trust of any of our sellers or customers. Our goal is always to act transparently and to protect our sellers throughout the process. I personally spoke with you twice and want to assure you it wasand remainsmy intention to provide you with the best support possible.
  We recognize the unfortunate nature of this outcome and truly empathize with your frustration. However, in the absence of the required documentation, we are limited in how we can proceed. We encourage you to follow up again with your local *** store to see if they can provide a package drop-off receipt. Should that become available, we would be more than happy to re-open the claim process immediately.
  Please dont hesitate to reach out via phone or email. We are here to help however we can.

  Customer Answer

  Date: 04/17/2025

  Hello,

  Thank you for your reply. I was able to return to the store and they printed a drop off receipt. I forwarded it via email and spoke with a team member. 

  Thank you.

  

  Business Response

  Date: 04/21/2025

  Thank you for your continued communication. Ive received your most recent email and have responded to you directly with further details, but I also want to provide an update here.
  Thank you for sharing the image of the *** drop-off receipt. I forwarded it to our Claims Team for review. After a thorough evaluation, they have confirmed that the receipt does not provide the necessary documentation to support submitting a claim for this item.
  As such, our determination remains the samewe are unable to approve or submit a claim. For more details on how this conclusion was reached, please refer to the response I sent to your email.
  If you believe there may have been suspicious activity involving ***, you are welcome to file a police report or contact *** directly. However, FASHIONPHILE has completed its review and made a final determination on this matter.
  Please dont hesitate to reach out if you have any further questions.