ComplaintsforFashionphile LLC

• Initial Complaint

  09/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Chanel 22 bag from Fashionphile.com on August 12, 2024, for $5,519.69. When I received the package, it was sealed properly with no visible damage, so I accepted it from the carrier. However, upon unboxing, I found that the box contained only a dust bag and some paper, with no sign of the bag itself. I have an unboxing video documenting this and have sent it to Fashionphile.com (unboxing video: ****************************).After nearly a month of investigation, Fashionphile.com denied my claim, stating: "Our Loss Prevention team has reviewed the images provided and concluded that the package was not tampered with during transit. They also verified that the package was shipped from our facility with the earrings in the package."1. While it is true that the package was not tampered with during transit, this does not address the issue of my missing bag. That's also the reason I accept the package.2. The claim that the package contained earrings is incorrect; I ordered a bag, not earrings. The package included neither the bag nor the earrings, suggesting a possible error in their investigation as they don't really know what item should be shipped.I have uploaded my order details, their resolution email, and my unboxing video here: ****************************. Please let me know if you need any additional information.Thank you.

  

  Business response

  09/13/2024

  Thank you for raising this matter to our attention, ****.  I apologize for the frustration and inconvenience youve encountered with your recent order. I fully understand how upsetting it must be to receive a package that is missing the item you purchased.  At FASHIONPHILE, we take these matters seriously, and our ***************** is dedicated to thorough investigations.
  While we stand behind the determination that there was no evidence of the package being tampering with during transit, I regret the error in our communication regarding the contents of your package.  Our communication thread with you was handled alongside another active investigation, and in a rare oversight, the item was mistakenly referenced from the other case.
  As a gesture of goodwill and to make amends for the communication error, we have issued a full refund of $5,519.69 for your purchase. We hope this resolution reflects our commitment to your satisfaction and reassures you of our dedication to providing a positive customer experience.
  We appreciate your patience and understanding throughout this process. If you have any further questions or need additional assistance, please do not hesitate to reach out. We value your business and hope you will consider shopping with us again in the future.

• Initial Complaint

  09/10/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I got a qoute to sale my Fendi bag on 8/24/24. I shipped it that day because I accepted the offer. My purse was delivered to the New York store on 8/28. I have yet to receive my payment and it is 9/10/24. I am concerned my purse is even there. Everytime I speak with someone they say it is there but has not been appraised. I actually bought the purse from Fashionphile so not sure what is taking so long.

  

  Business response

  09/16/2024

  Hello *****, thank you for reaching out, and I sincerely apologize for the delay in processing your item. Due to an unexpected increase in the number of sellers, our processing times have extended beyond what we typically strive for. I also want to acknowledge the communication youve received, and we deeply appreciate your valuable feedback.
  I completely understand your concern, and I regret any frustration this delay has caused. I'm pleased to inform you that your payment was processed on 9/13/24. Please be aware that it may take up to 5 business days for the funds to appear in your account, depending on your bank.
  We genuinely appreciate your patience and understanding during this time, and we are committed to improving our processes to better serve you. Should you need any further assistance, please don't hesitate to reach out.

• Initial Complaint

  09/04/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I sent a handbag with the ** number of #******* tracking number #1Z2156x69002160711 I shipped this bag a ****** hobo on August 16 2024 and never received my payment which is $75.00. I contacted the business and they said my package was checked in on August 27, 2024. I waited the recommendation of a few days and still no money at all. I tried to contact this business several times and they continue to ignore me. They are basically stealing money by not paying me what is owed. Below I have screenshots of my item number and the email the business had sent me. Yet I have no way of getting my money. Can you please help me.

  

  Business response

  09/06/2024

  Thank you for reaching out and sharing your concerns with us, *******. I sincerely apologize for the frustration this situation caused, and I want to thank you for choosing to sell with FASHIONPHILE.
  After reviewing the details, I see that your item (Quote ID #*******/Item #*******) was checked in on August 27, 2024. We responded to your initial email on August 28, explaining that currently payments are typically being processed within 5 business days, and that we are experiencing delays due to a recent increase in packages.
  Our *************** Specialist promptly replied to your follow-up email within 24 hours, informing you that your item had completed authentication and that you could expect your payment to be released within 1-2 business days.
  I am pleased to inform you that your payment has now been issued!
  Thank you for your patience throughout this process. Should you have any additional questions or concerns, our *************** Department is here to assist you. We value your long-standing relationship with us and look forward to serving you again in the future.

  Customer response

  09/06/2024

  
  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

  09/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered a purse from Fashionphile. It took so long to receive it that I was unable to return it within 15 days of their ship date due to scheduled summer vacation. In other words, it took 8 days to arrive and then I was on vacation and unable to post the return. I notified them immediately upon receipt that I would be returning it, but with summer travel and their very late delivery, I was unable to post it until 8/22 (14 days after arrival). Now they are telling me I cannot get a return, only a store credit. It's $2,300. I do not want a store credit and now they have the purse and my money and are ignoring all of my emails. Even the CEO is ignoring my email.

  

  Business response

  09/04/2024

  Thank you for sharing your feedback, ****.  Im pleased to inform you that one of our dedicated *************** Specialists has successfully resolved your issue, and your refund has been processed. You should see the credit on your **************** account soon.
  I apologize for the delay in our response. Our team is available Monday through Friday, and the extended response time was due to our closure for the Labor Day holiday. I appreciate your understanding in this matter.
  I know how frustrating shipping delays can be. If you encounter any issues with shipping, delivery, or returns in the future, please reach out to our *************** Department immediately so we can assist you. Unfortunately, we were not aware of the shipping delay until after your return was processed, which is why the initial handling was based on the return being outside of the standard window.
  If you have any further questions or need additional assistance, we are happy to assist you.  FASHIONPHILE values your business, and we look forward to providing you with a better experience moving forward.

• Initial Complaint

  08/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I submitted 2 items directly to Fashionphile at a physical location located inside of my local Neiman ****** on 8/15/2024. I was told that I would receive payment for these items within 2 weeks (based on the quotes that I had received). I called for an update on 8/29/2024 and was told that we were outside of their regular processing time and the representative told me that he would escalate the issue. After not receiving any further updates for 24 hours, I called and spoke with another representative on 8/30/2024 who told me that she had also escalated the issue and that I should see an update to my account by end of day. As of this writing, both of my items remain in Processing status in my Fashionphile account and I have not been provided with either an updated processing timeline or a more precise ETA as to when I will receive payment,

  

  Business response

  09/03/2024

  Hello ****, thank you for taking the time to share your experience with us. I truly apologize for the frustration and inconvenience you've faced with the processing of your items.
  I completely understand how stressful it can be to deal with delays and uncertainty regarding payment. I am happy to share that as of today, your items have moved into the needs pay process, and we are aiming to complete the payment by the next business day. However, please note that it may take up to 5 additional business days for the funds to reflect in your bank account due to varying bank processing times.
  We are currently experiencing a higher volume of submissions than usual, which has regrettably impacted our quoting and payment timelines. We are working diligently to resolve these delays and improve our processes to better serve you.
  I want to assure you that your satisfaction is extremely important to us, and we are committed to addressing your concerns promptly. I genuinely appreciate your patience and understanding as we navigate these challenges.

• Initial Complaint

  08/27/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I submitted a ************************************* loubouclic nylon bag in good condition for quote. Quote number: *******. They promised me $400 when my bag was received. I sent it in. It was delivered on 8/26/24 at 9:18 am. Signed for by *****. I have *** proof it was delivered and signed by this person at their location. Fashionphile has not acknowledged delivery or receipt in any way. I have contacted them by email and have received no response. I tried calling but have been on hold without speaking to anyone. I just want the quoted amount sent to my ****** at ***********************

  

  Business response

  08/28/2024

  Dear ******, 
  Thank you for bringing this matter to our attention. I sincerely apologize for the inconvenience youve encountered in your first selling experience with FASHIONPHILE.  You should have received an automated email confirming our receipt of your ************************************* Nylon bag, and I regret that this confirmation did not reach you. Please rest assured that we are thoroughly investigating this issue to prevent it from happening in the future, and are grateful for your valuable feedback.  Upon reviewing this matter, I can confirm that your item has been formally checked in as of today, 8/28/24.  Please be aware that all items must undergo our authentication process prior to payment initiation.  We expect to initiate your payment to your selected ****** account within our standard processing timeframe. You should receive a notification confirming that your payment has been initiated by the end of this week.  To enhance your future experience with us, we offer a callback request option that can be utilized to respect your valuable time by avoiding waiting on hold for a dedicated *************** Specialist to assist you.  I have also personally replied to the email you sent us, and will be happy to assist you should you have any further questions or concerns.  Thank you for choosing to sell with FASHIONPHILE, ******!  We appreciate you and look forward to continuing our relationship with you! 
  

• Initial Complaint

  07/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received a return request for the item I sent to fashionphile. It said the item didnt pass inspection. Ive been trying to contact FASHIONPHILE for two weeks with multiple emails since then but get no response at all. Im asking FASHIONPHILE to provide a detailed authentication report for the item as they are charging $75 for the authentication. I purchased it through another platform and it was authentication guaranteed by their authentication team. The authentication tag is still attached to the bag I sent and I have the receipt. Im simply asking a more detailed report as of why it did not pass the inspection process. I also did not get the payment for the other item I sent in the same order, which was accepted, more than two weeks ago. I got no communication at all about that. Id like to know what is going on with it as well. Ive been trying to contact FASHIONPHILE for more than two weeks. It is frustrating as they never responded, when they claim their customer service will respond in 1-2 business days.

  

  Business response

  07/30/2024

  Thank you for bringing your concerns to our attention, *****.  I sincerely apologize for the inconvenience and frustration caused by our delayed response. Your feedback is valuable to us, and we are committed to improving our customer service experience.
  
  Regarding the ***** Calfskin Small Puzzle Bag Warm Desert Black you sent to **; our ************************* will reach out to you promptly to provide further context on why the item did not pass our inspection process. While we are not a standalone authentication service and do not provide detailed reports, we do aim to offer you clarity on our findings.
  
  As a gesture of goodwill for the inconvenience you've experienced, we have waived the $75 authentication fee for this item, and will ship the item back to you within 7 business days. We understand that you genuinely believed in the item's authenticity based on the original source you purchased from. If you could kindly provide proof of purchase to ****************************************** it will help us maintain accurate records and enable you to sell with us again in the future.
  
  I would also like to provide you with insight on the payment for your GIVENCHY ********************************** The payment was being held, as at the time the item had been processed, the $75 authentication fee for the ***** was still owed. Now that we have waived this fee, your payment for the GIVENCHY will be initiated tomorrow. Please allow up to 5 business days for the funds to reflect in your financial institution.  I regret that we did not more proactively provide you with this information, as it is our commitment to ensure our processes are clear and transparent. 
  
  Thank you for your patience and understanding. We appreciate you choosing FASHIONPHILE and look forward to serving you again in the future.

• Initial Complaint

  07/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an item based on the description and most importantly the photos displayed on the site. The photos were not a true reflection of the condition of the back. The photos online do A specific **** on the handle bag. When I received the bag, that **** was very clear and visible as you can see on the photo that I took. I think this website edits the photos that they take and publish on the site. I reached out to the company the same day that I received the item. Tags are still attached and I expressed my disappointment and wanting a refund. This was almost a week ago. I even called a couple days ago and was told I would get a response by Friday. I have not Gotten any response regarding this issue. I am going out of town and I would not be able to ship this out within the window. I was hoping to resolve this as soon as possible! They have been ignoring my emails. Their policy to return an item 15 days within the ship date is ridiculous. It should be 15 days after delivery. *** ordered from this company recently for the first time this month and I will never do it again. **************** is horrible. *** spent so much money on an item that wasnt as described. I want a full refund! No exceptions!!!! Horrible ****************** I cant even imagine what type of **************** is given when youre trying to sell your high priced luxury items.

  

  Business response

  07/24/2024

  Thank you for bringing this to our attention *******. We sincerely apologize for the disappointment and frustration you have experienced with your recent purchase and our customer service. At **********************, we are committed to ensuring that every item is accurately represented through detailed descriptions and high-quality photos. Please be assured that our photos are never edited to misrepresent the condition of our items.
  We also apologize for the delay in responding to your initial request and for any inconvenience this may have caused. Your feedback regarding our return policy is invaluable, and we understand the importance of maintaining policies that are both fair and accommodating to our clients needs.
  Upon reviewing your account, I see that you have returned the item, which was received at our ************* location on July 23rd. We have made a note on your account to process a full refund to your original payment method. We never want our clients to be unsatisfied with their items, so I hope this resolution makes up for your experience.
  We appreciate you choosing FASHIONPHILE and look forward to serving you better in the future.
  
  

• Initial Complaint

  07/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was a first ********************* who used a *** (private client relations) specialist. The *** takes over your account, quotes, the whole 9. She did not disclose that if an item can not be authenticated, there would be a $75 return fee per item. During our home visit, we disclosed we thought 1 item may not be authentic and the *** said to send it anyway. Well, over the course of 2 weeks they decided to change my quotes after shipping, deem 3 of the items not authentic and take 3 $75 fees out of my payment. They switched verbiage from brand inconsistencies when they first told me to counterfeit items when I gave them pushback and asked to speak to managers. It was to place the blame on me and make it look like they were stopping fraudulent activity instead of taking accountability for lack of information and mislabeled fees. (Side note: WHY would someone knowingly give a fake item to a company that AUTHENTICATES the item before sale?!) I reached out to the *** who told me she was new and apologized that she gave me misinformation and told me she was taking full accountability, and told me she was sorry but they may not reverse the credits. Even after she ADMITTED she didnt give me the disclosures and did not do right by me! My *** told me to avoid getting the fees taken out, shed hand deliver the items back to me. Suddenly in another call, they changed the wording from return fee as it states on the website and in the payments section to authentication fee so they could keep the money even though the items werent shipped back to me. Then the *** told me she made another mistake by telling me that and she didnt know. The website for sellers is extremely hard to navigate and I had no idea what was going on. I spoke with a manager on the phone, ******, who told me she would speak to the head of the authentication department. They decided to lift my ban on my account so I can sell again with them and credited me 1 fee. I want the other 2 fees back.

  

  Business response

  07/18/2024

  Thank you for reaching out to us regarding your recent experience with our Private Client ****************** We understand that as a first-*********************, the process can be complex, and it is our responsibility to ensure that all policies and procedures are communicated clearly and accurately. We deeply regret that there was any confusion and miscommunication regarding the reasoning of the fee when selling with FASHIONPHILE. 
  However, I am happy to share that a team member from our ************************* has communicated with you on July 17th and honored your request to have your other two fees waived.
  We truly value your feedback and are committed to making necessary improvements to prevent similar issues in the future. Thank you for bringing this to our attention and allowing us the opportunity to make it right.

• Initial Complaint

  07/01/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have sold gold 18k necklace from brand *** *************** FASHIONPHILE provided me with *** shipping label that I used to mail the product to FASHIONPHILE. Product was lost on the route. I called customer service and filed claim and it is unfair to me as a consignor to lose the product and not get compensated for it. Customer service is absolutely horrible with FASHIONPHILE. It takes them really long time at least 30 minutes or longer to respond calls. I mailed product on June 4th, 2024. And I have been told Id get update July 1, 2024 on the incident resolution. Here we are Im on hold past 30+ minutes and I have no update from FASHIONPHILE. I need to be compensated asap for my item

  

  Business response

  07/01/2024

  Thank you for bringing this matter to our attention, ******. I sincerely apologize for the inconvenience and distress this situation has caused. I understand how frustrating it is to lose a valuable item during the shipping process.
  Please be assured that we have taken your case seriously and our ***************** conducted a thorough investigation with the courier. Despite our best efforts, the package has not been recovered. Nevertheless, as we believe the package was sent in good faith, we have upheld the quoted amount of $2,450 for your Van ***** & Arpels 18k gold necklace. The full payment has been issued to your preferred payment method on file, ACH. Depending on your financial institution, you should see the funds available within up to five business days.
  I regret to hear about your experience with our customer service. At **********************, we pride ourselves on providing excellent customer service, and we apologize that we did not meet your expectations in this instance.  According to our records, you spoke with one of our ****** Services Specialists today, who assisted in requesting a follow-up from our *****************. Additionally, our ***************** also emailed you today with the final resolution, as promised.  We are committed to improving our response times and ensuring that all our clients feel valued and supported.
  If there is anything more we can do to assist you or if you have further questions, please do not hesitate to reach out. We appreciate your understanding and patience throughout this process.
  

*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. ↩