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:04/11/2025

  Type:Service or Repair 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 recently submitted a bag to sell with fashionphile and they falsely deemed it inconsistent and returned it to me with a $75 dollar charge which 1st off, no authentication fee should exceed $50 EVER and most importantly the bag is not fake. Inconsistency sited was structure and hardware font well fashionphile has plenty of identical bags that are the same structure with being pre owned with a few bags even leaning forward in the photos on their site,. The depth of the LV embossing in the Empreinte leather varies with the newer bags having a deeper more noticeable embossing due to complaints about the previous models being so faint the imprints lift out of the leather with time. They also falsely claimed the hardware was a different font on the stamp on front and zipper pull. I have another bag straight from the official Louis Vuitton site (with receipt) that has the same exact style brass zipper and even with a jewelers loupe is the exact SAME in EVERy way! My friend has her identical bag to mine she bought straight from LV with receipt and the stamping and embossing LITERALLY everything is exact and no bag doesnt look anything like the details of the replicas or fakes I looked at online. Lastly I purchased my bag on **** with their authenticity guarantee where they already authenticated (send to authenticator it before shipping to buyer) and they wouldnt have shipped it to me if it didnt pass authentication. When it comes down to it fashionphile is not perfect with their obvious false allegations against my bag and was obviously want a receipt from **. Showing a receipt from **** would not be enough to convince them sadly. Ive been a member of ThePurseForum since at least 2009, we are against fakes! *** successfully sold 6 other LV items to fashionphile one was a limited edition (also purchased on ****), the Ikat Neverfull that fashionphile incorrectly labeled as ****************** Neverfull on their site lol! Theyve ruined their reputation not mine.

  

  Business Response

  Date: 04/14/2025

  Thank you for taking the time to share your concerns. We truly value your feedback and your longstanding passion for authentic luxury.
  At FASHIONPHILE, we take authentication extremely seriously. Our goal is always to protect both our sellers and buyers by ensuring the highest standards of accuracy. We understand how frustrating and disappointing it can be to have an item returned, especially when you firmly believe in its authenticity. Please know that our decision to deem the item inconsistent was not made lightly, nor as a reflection of your integrity or history with us.
  In this particular case, our team noted inconsistencies in the structure and hardware font of the bag when compared against known authentic examples. We understand and appreciate your point regarding variations in embossing depth in newer Empreinte leather bags, and were aware that such details can evolve across production years. However, our specialists also observed discrepancies that, in combination, raised enough concern that we were unable to confidently offer the item to our buyers.
  Regarding the authentication fee, we want to assure you that our $75 charge is not simply a fee for authentication alone, but includes the cost of logistics, labor, and inspection time involved in processing an item that ultimately cannot be listed. We understand this charge may feel excessive, and we are continuously evaluating our fee structure based on client feedback like yours.
  We sincerely regret that your experience has led to a loss of trust in our process. Our intention is never to diminish the value or authenticity of your item, but to uphold the strict standards that both our buyers and sellers expect. While we were unable to move forward with your item, we recognize and appreciate your commitment to authenticity, your community involvement, and your previous successful experiences with us. We hope we can have the opportunity to rebuild your trust and assist you in the future.

  Customer Answer

  Date: 04/14/2025

  I have already addressed structure and font inconsistency when held side by side from the identical model bag from the Lav store with receipt, font on all hardware pieces and how the bag was made was exactly the same! I saw inconsistencies in structured and embossing on your own website with one bag not even standing up straight in any photo as it leaned forward as they sometimes die with use and leather relaxing over time. I want my $75 fee refunded to my payment method for the mistake and my account reinstated as thats the only way I can regain trust. No photos or videos of my bags may be used by fashionphile as it will be seen as slander and false accusations, used for false training purposes and false references. My bag is 100% real, Ive seen it myself as well as my friend who has hers from LV, and a friend who has literally worked as an actual ***** Vuitton sales associate agree with me. The bag is real and you honestly have just flunked this time fashionphile. Perhaps an eye test or drug test should be conducted on the so called highly trained authenticators? Everyones eyesore and opinion are different. I wonder how many ACTUAL fakes really were authenticated as real by fashionphile and contrarily, how many authentics like mine fashionphile returned to sender or destroyed in actuality over the years? The reviews on ******** Purse Forum etc, in combination with my actual experience is very telling. Im sorry but this is the absolute truth of the matter, bar none. Fortunately you only botched 1 out of 7 of my items over the years so Id say the track record is still decent but still far from perfect. 

  

  Business Response

  Date: 04/15/2025

  Hello, and thank you for your response.
  Please know that our decision was made after a detailed review by multiple members of our authentication team, each with years of experience in evaluating luxury items. We understand how meaningful these pieces can be to their owners, and we genuinely respect your confidence in the authenticity of your bag.
  Regarding the structure and embossing inconsistencies you noted, its true that variations can occur even among authentic items. Factors such as production year, usage, and the natural aging of materials can all impact a bags appearance. Our team carefully considers these aspects as part of every authentication process and approaches each review with thoroughness and care.
  In respect of your request, we will ensure that no photos or videos of your item are used for any purposeincluding training or internal references.
  Additionally, Ive personally followed up with our authentication team for further insight. Theyve shared that if youre able to provide proof of purchase, we are open to reviewing and potentially waiving the authentication fee. Id also like to confirm that your account has been reinstated, and you are once again welcome to sell with us.
  We sincerely appreciate your feedback and continued dialogue. Our commitment remains to providing a fair, transparent, and respectful experience to all of our clients.

  Customer Answer

  Date: 04/18/2025

  
  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.

  Of course the authenticity team will stand by each other as they work for the same company and I finally found the old email order receipt as I said I bought it from **** with the authenticity guarantee and I omitted price and seller info to protect privacy but here is a screenshot of the email receipt. It does contain my personal info however. I hope the BBB will edit it out for my privacy 

  
  Regards,
  
  ** ****
  
   

  
  

• Initial Complaint

  Date:04/11/2025

  Type:Delivery 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 am taking proactive steps by filing a complaint due to five missing payments from a shipment that included six items, and I look forward to a resolution. However, I only received one item and the corresponding payment, which motivates me to seek a solution. I have contacted customer support about this issue, and I trust that they will assist me soon. but I have not received any response thus far,

  

  Business Response

  Date: 04/17/2025

  Thank you for choosing to sell your items with FASHIONPHILE! I appreciate the opportunity to address your concerns and am sorry for the inconvenience youve experienced, *******.
  Upon receiving your inquiry, our Claims Team conducted a thorough investigation and worked closely with the carrier to gather more information. While we were unable to obtain additional details regarding the shipment, we want to assure you that your concerns were taken seriously and handled with care.
  To ensure a timely resolution, weve processed payment for all items associated with tracking number 1Z12R0R19099334542.  Providing sellers with peace of mind is always our goal, and I hope this resolution reflects that!  I see that your payment method is wire transfer, please allow up to 2 business days for the funds to reflect in your account.
  We appreciate your patience throughout this process.  Please feel free to contact us should you have any further questions or concerns, as we are happy to assist you. 

• Initial Complaint

  Date:04/09/2025

  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 have been a loyal customer of ****************** for over three years, having spent more than $10,000 with them. Unfortunately, my recent experience has left me incredibly frustrated and disappointed. I made a return for a recent order and returned everything that was sent to me. However, Fashionphile is refusing to refund me, claiming I did not return a dustbag. The issue is, there was no dustbag included in the items I received. Despite my explanation, they have only provided a picture from their warehouse as "evidence" that the dustbag was included, which is completely irrelevant because I never received it in the first place. I have tried to resolve this issue with them, but they are insisting I'm at fault, even though I've followed their return process to the letter. I had plans to purchase a different purse, but after this experience, I will never be returning to Fashionphile. I am not wealthy, I work hard for my money, and to be treated this way after spending so much is unacceptable. Fashionphile has lost a loyal customer, and I will not be recommending them to anyone going forward. I even offered to send a dustbag that was the same one and they refused. Now I am stuck with a $3,000 purse. I have lost my job and really needed my money back. Awful awful awful!This has been going for 3 weeks. But it ended today with no refund 4/9/2025

  

  Business Response

  Date: 04/10/2025

  Thank you for taking the time to share your feedback, ********. Were truly sorry to hear about your recent experience and understand how upsetting this has been. Please know that we deeply value your loyalty over the years and the trust youve placed in FASHIONPHILE.
  Weve carefully reviewed your return of the ***** Nappa Medium Squeeze Bag. According to our internal documentation, both the ***** dustbag and strap extender were included in the original shipment. We recognize that you have shared a different perspective regarding the contents received, and we appreciate the time you took to correspond with our team throughout the process.
  While our return policy requires that all original components be included for a refund to the original form of payment, we want to ensure you feel supported and heard especially as a longstanding client. With that in mind, we have chosen to process a full refund to your original payment method as a gesture of goodwill.
  Please allow 5-7 business days for the refund to reflect, depending on your financial institution.
  At FASHIONPHILE, we are committed to delivering exceptional service and maintaining the trust of our clients. We hope this resolution brings closure to your experience and that we have the opportunity to serve you again in the future!

  Customer Answer

  Date: 04/10/2025

  
  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:03/22/2025

  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 am writing to file a formal complaint against Fashionphile for an issue concerning a recent purchase that involves misleading advertising and an incomplete delivery. On March 16, 2025, I purchased a ************* Purse and Pochette set from the Fashionphile website. The product listing included 13 detailed photographs of both items, each shown separately and together, complete with date codes verifying authenticity. Based on these representations, I was led to believe both items were included in the set.However, upon receipt of my order on March 21, 2025, only the purse was delivered without the pochette. When I contacted Fashionphiles customer service to address the discrepancy, I was informed that the listing was erroneous and that the inclusion of the pochette in the photographs and description was a mistake. They offered a $50 gift certificate or a full refund for the return of the purse as resolution.This response is unsatisfactory and does not compensate for the misleading advertising that influenced my purchase decision. I am seeking intervention from the Better Business Bureau to resolve this matter effectively. I urge Fashionphile to fulfill the original terms advertised by delivering the missing pochette or providing a more substantial form of compensation that reflects the value of the advertised items and the inconvenience caused.Thank you for your attention to this serious matter. I trust that with your assistance, a fair resolution can be achieved.

  

  Business Response

  Date: 03/25/2025

  Thank you for reaching out and sharing your concerns about your recent purchase. We sincerely apologize for the disappointment and inconvenience this situation has caused. At FASHIONPHILE, we are committed to providing an exceptional experience for our clients, and we recognize that we did not meet that standard in this instance.
  After thoroughly reviewing your order and the corresponding product listing, we identified an error in the original listing, which mistakenly included images of both the ************* purse and the pochette. We completely understand how this could have caused confusion and frustration, and we deeply regret any misunderstanding this may have created.
  When the discrepancy was brought to our attention, we promptly offered a full refund upon return of the item or a $50 gift card as a gesture to address the error. Our intention was to provide a resolution that allowed you to choose the best course of action. However, we acknowledge that this response may not have fully addressed the impact of the situation or met your expectations.
  While we are unable to provide the pochette, we are committed to finding a resolution that better reflects the level of service you deserve. To ensure we address this matter thoroughly, a Supervisor from our ************************** will be reaching out to you via email to discuss potential solutions and next steps.
  We truly value your trust in FASHIONPHILE and would appreciate the opportunity to restore your confidence in us. Thank you again for bringing this matter to our attention. We appreciate your patience and understanding as we work toward a resolution that reflects the high standards we strive to uphold.

• Initial Complaint

  Date:03/21/2025

  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.

  Ive been a loyal customer of ****************** for years and recently decided to clear out my closet, submitting four bags for quotes. Three of them were items I originally purchased at boutiques, and one was a pre-owned item I bought directly from Fashionphile back in 2021.The process for the first three bags went smoothly they were quickly accepted and payouts were issued without delay. However, the fourth bag, ironically the one I originally bought from Fashionphile, remained in processing for much longer. Eventually, I received an email informing me that the item was deemed a high-quality counterfeit. They acknowledged that I had purchased it from them in 2021 and agreed to issue a full refund along with a $100 gift card.While I appreciate the refund, the entire process was far from smooth. There was significant back and forth, and despite me clearly stating that I did not want store credit, I was initially issued only a partial refund and the rest in store credit. It took additional effort and communication to get the issue fully resolved.This experience has shaken my trust in Fashionphile not only because they sold me a counterfeit item in the first place, but because of how difficult the resolution process was. A company of this scale should have better internal tracking, more responsive customer service, and a smoother resolution process especially when the error was on their end.

  

  Business Response

  Date: 03/25/2025

  Thank you for taking the time to share your experience. We truly appreciate your loyalty over the years and regret that your experience selling with FASHIONPHILE did not meet your expectations. While I'm happy to hear that the issue has been resolved, I understand that the process was not as smooth as it should have been, and I sincerely apologize for the frustration you experienced with the communication surrounding your concern. Your feedback is invaluable, and we will take your suggestions into consideration as we continuously work to improve our services.
  I also want to express our sincerest apologies that the bag you originally purchased from us was deemed to be a high-quality counterfeit. While extremely rare, instances like this can occasionally occur. However, we stand firmly behind our authenticity guarantee. If an item purchased from FASHIONPHILE is ever determined to be inauthentic, we will always issue a full refund, as we did in your case. Please rest assured that, though such occurrences are highly unlikely, should you ever encounter a similar issue in the future, we will resolve it in the same wayby providing a full refund.
  We truly value you and hope to have the opportunity to restore your confidence in FASHIONPHILE in the future. If theres anything else we can do for you, please dont hesitate to reach out. Thank you once again. I hope you have a wonderful day.  

• Initial Complaint

  Date:03/08/2025

  Type:Service or Repair 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 have purchased a ****** bag from fashionphile. Never carried it. All tags are still intact. Recently I wanted to sell it as we needed the money. I sold it through ****, however the independent authentication center found out that the purse has been repainted therefore its cannot be authenticated. Nothing was mentioned in description when *** purchased it.

  

  Business Response

  Date: 03/14/2025

  Thank you for reaching out and sharing your concerns, ********. I genuinely understand how frustrating this situation must be for you, and I sincerely apologize for any distress or inconvenience it has caused. Please know that your satisfaction is incredibly important to us, and we want to ensure you feel supported through this process.
  At FASHIONPHILE, we hold authenticity in the highest regard. We stand firmly behind the products we sell, and each day, our goal is to provide our customers with the confidence they deserve, backed by the utmost integrity in all that we do.
  To offer some insight into our process, after an item is received, it undergoes a meticulous, brand-specific authentication process in-house. Our experts carefully analyze every detail from textiles and hardware finishes to font styles and construction. Only once an item meets our rigorous standards will it be approved for sale. To further reassure you, we offer a 100% lifetime guarantee on our authentication process, so you can shop with peace of mind.
  If you wish to contest the items authenticity, we kindly request that you provide a certificate from a reputable authentication service (such as *********************) confirming that the item is non-authentic. Once we receive this certificate, we will promptly generate a return label for you and process your refund as soon as the item arrives at our headquarters.
  To ensure your concerns are addressed with the care they deserve, I encourage you to reach out directly to our ************************** They will be more than happy to guide you through the authentication process and assist you with any questions you may have.
  Thank you again for your understanding and patience. We truly value your trust in us, and we are here to support you every step of the way.

• Initial Complaint

  Date:03/07/2025

  Type:Delivery 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 sent 7 bags to fashionphile and the package was delivered on 2/26/2025 (tracking info: 1Z12R0R19097371461). The items were never checked in or showed up on my account. I contacted them several times but no one replied. I want my items to be checked in and paid asap.

  

  Business Response

  Date: 03/11/2025

  Thank you for reaching out and bringing this to our attention, *******. I sincerely apologize for the frustration this delay has caused. This was a rare oversight, and I completely understand how concerning this has been for you.
  Ive personally escalated this with my team, and I can confirm that your items have now been expedited through the payout process. You should receive your payment by the end of the day tomorrow, though please note that it may take up to five business days for the funds to appear in your account, depending on your bank.
  As a token of our apology for this experience, I will be personally reaching out to you via email with a gift card. We truly value your business and would love the opportunity to earn your trust back in the future. If theres anything else I can do to assist, please dont hesitate to reach out.

• Initial Complaint

  Date:03/03/2025

  Type:Service or Repair 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 placed an order on Fashionphile on 02/27 and the order number is *******. Because the order amount is greater than 500 dollars and I need to sign the delivery, thus I selected 2-day expedite shipping method wishing to have it delivered sooner and I can arrange for receiving the delivery. However, without any communication, the shipping method got downgraded to *** Ground shipping and thus much delayed the delivery. I tried to contact Fashionphile through email, phone and online chat. I either get no responses or the customer service representative only answered that they do not know what happened. This is very poor business conducting as Fashionphile was not able to honor the purchase contract and they can not provide any explanation or communication when they want to make change to the order. Customers should at least be informed on the change rather than themselves to find out, right? If Fashionphile cannot make the certain shipping upgrade, then they should either inform the customer that the selection might not be honored, or they should at least call or email the customer regarding the changes. This is very frustrating as now I don't know what's next step. How and when should I arrange receiving the delivery? This is a failure from Fashionphile side, but their customer service or representatives cannot do anything to help. No one provides any answer, and no one would do anything to help me under this situation. They cannot correct the shipping method and they won't contact *** to ask about what's going on with the delivery. I need Fashionphile to provide answer to my questions and correct their mistake.

  

  Business Response

  Date: 03/05/2025

  Thank you for reaching out, **** and for bringing this to our attention. We sincerely apologize for the unexpected change in your shipping method and for any frustration this has caused. We completely understand how important it is to receive timely and accurate updates about your order, and we regret that our communication did not meet your expectations in this instance.

  At FASHIONPHILE, we strive to provide a seamless and reliable shopping experience, and we recognize that clarity and proactive communication are essential to that. I do see that you have been in contact with our team, and a claim has been filed on your behalf. Once a claim has been filed, the matter is in the hands of our ***************** and the shipping carrier. While our access to investigation details may be limited, please trust that we are doing everything we can to gather updates and work toward a resolution. I have also reviewed your tracking information, and Im pleased to see that your package is in transit and is expected to be delivered by this Friday.

  We truly appreciate your patience and understanding, and we remain committed to assisting you in any way we can. As a gesture of goodwill, we have provided you with a gift card to make up for the shipping method error. If you have any further questions, please dont hesitate to reach out.

• Initial Complaint

  Date:03/02/2025

  Type:Service or Repair 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 July 4, 2024, I purchased a Herms Garden Party 36mm Tote from Fashionphile for $1,322.81. Unfortunately, I received the incorrect itema 30mm size bag instead. Upon contacting Fashionphile's customer service team, I was instructed to return the bag for a refund. I used the *** return label provided by Fashionphile and dropped off the package with my buildings concierge, where it was placed in the mailroom for *** pickup. However, it appears that the package was lost in transit, and *** has no record of the pickup.Due to this situation, Fashionphile has declined to issue a refund. I also attempted to resolve the matter through my credit card company, but they advised me to work directly with Fashionphile. I have sent multiple emails to Fashionphile's customer service department but have not received a satisfactory resolution. The most recent update I received was on February 17, 2025, stating that my case had been escalated to a manager, but I have not heard anything further since then.This has been a frustrating experience, as the initial mistake was not mine but Fashionphiles. Since I received an item that was different from what was advertised, I firmly believe I am entitled to a full refund. Given that this issue has remained unresolved for over six months, I would appreciate a resolution to this matter as soon as possible. Thank you.

  

  Business Response

  Date: 03/04/2025

  I appreciate the opportunity to address your concerns and sincerely apologize for any frustration this situation has caused. We recognize that you initially received the incorrect item, and we deeply regret that mistake. However, the return complications that followed are separate from that error, and we must reaffirm that FASHIONPHILE is not obligated to issue a refund for this item, as there is no evidence it was ever shipped back to us.
  The tracking number provided for the return never had a single scan, meaning *** never took possession of the package. Additionally, there is no drop-off receipt from ***, which would serve as proof that the item was shipped. Your bank also reviewed the chargeback claim and ultimately ruled in FASHIONPHILE's favor, determining that the responsibility to locate the item falls on you as the sender.
  We also want to acknowledge your frustration in reaching us and apologize if our response times have not met your expectations. While we always strive for timely communication, we regret any delays you may have experienced.
  We truly want to assist you, but without any evidence that the return was successfully initiated, we are unable to process a refund. If you believe the bag was lost or stolen, we strongly recommend filing a police report and consulting your concierge or *** for additional information. If you have any further questions, please let us know.

  Customer Answer

  Date: 03/04/2025

  Thank you for your response. While I appreciate the explanation, I must reiterate that I paid for a Hermes Garden Party 36mm purse, and I have yet to receive the item I purchased. The error originated on FASHIONPHILEs end when the incorrect item was sent to me, which is the core issue that remains unresolved.
  
  Regarding the return, I followed the exact instructions provided by FASHIONPHILE, using the *** label issued to me. The package was placed in the designated mailroom for pickup, as I have done successfully with previous shipments. While I understand that there is no recorded scan from ***, I fulfilled my obligation as the customer by returning the incorrect item in good faith, as instructed.
  
  Given that this issue stems from an error on FASHIONPHILEs part, I believe it is unfair to hold me responsible for a lost package that I properly returned using your shipping process. I kindly ask that you reconsider this matter and issue a full refund or provide the correct Hermes Garden Party 36mm purse I originally purchased.
  
  Please let me know how we can reach a fair resolution. I would appreciate a timely response.

  
  

  

  Business Response

  Date: 03/07/2025

  Thank you very much for your response, *****. We sincerely apologize for the mistake in sending you the incorrect item. This was an oversight on our part, and we truly regret the frustration it has caused. However, the core issue remains that the merchandise, whether correct or not, was never returned to FASHIONPHILE. Unfortunately, we still have no evidence that the package was ever shipped back to us, as there are no *** scans and no drop-off receipt confirming it was in transit. Additionally, your bank did determine it was the responsibility of the customer to locate the missing item.
  That said, we truly value you as a customer and want to ensure you have the best possible experience with FASHIONPHILE. In light of the situation, we would be happy to make an exception and offer a refund in the form of store credit. Additionally, since the item was listed incorrectly, wed also like to provide you with a $75 FASHIONPHILE gift card.
  I will be reaching out to you directly via email with the details. Please keep an eye out for my message, and let me know if you have any questions. Thank you again. 
  

  Customer Answer

  Date: 03/18/2025

  
  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,
  
  ***** Law
  
   
  

• Initial Complaint

  Date:02/20/2025

  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.

  Sent an item to FASHIONPHILE for payout of $1600. Quote *******. Chopard 29 Happy Sport Watch - 2 watch bands, black, like new and yellow new. With full packaging and authentication certificate. Jan 24th FP confirmed via email that the item had arrived Jan 30th Advised by ** via email that they would be sending the watch back because of the condition of the band. I replied and mentioned noted there were 2 bands, one of which was new. Did not receive a reply from FP Feb 12th contacted FP via chat about the return of the item. Information on the website showed the item was returned Oct 2023. Response from FP via email Kindly disregard the tracking number showing "2023," as it appears to be a glitch. Our team will work to ship your item and update the tracking information as soon as possible. Feb 17th sent email to ** asking about status of the return. Received confirmation of contact via FP automatic email reply. Did not hear back so I reached out again. Feb 20th contacted ** through chat. Agent told me that They were awaiting a piece of information. I asked what that was and was told that For security purposes, they could not disclose what that was but that **** would get back to me and provide me with regular updates regarding the return of my item. By end of business day, did not receive an update or any response from ****. It has been almost 4 weeks since receipt of the item without any concrete information about item to be returned to me. ** has not upheld its service level timelines or provided satisfactory responses in a timely manner. Would like a tracking number for the return of my item. Item should be returned with full packaging, two bands and authentication certificate. Or the $1600 payout as originally agreed to. Resolution requested as soon as possible.

  

  Business Response

  Date: 02/24/2025

  We appreciate you sharing your feedback, ***. First and foremost, I want to sincerely thank you for being a valued seller with FASHIONPHILE. Your trust in us means a great deal, and I truly appreciate your patience as we worked through this matter.
  I deeply apologize for the delay in the return of your item and the frustration this has caused. We fully recognize how important it is to provide timely and clear communication, and I regret that we did not meet those expectations. The technical error that occurred certainly contributed to the confusion, and I am sorry for the inconvenience.
  I want to assure you that FASHIONPHILE is committed to adhering to our standard processing timeframes. Our team has worked diligently to resolve this matter, and I am pleased to inform you that your item was shipped back to you on 2/21/2025. You can track the shipment with the updated tracking number: 1Z2156X6DG12098555. Upon reviewing the details, Im happy to confirm that your item was successfully delivered to you today, 2/24/2025.
  We value your continued partnership with us and look forward to ensuring that your next selling experience is smooth and seamless. Should you have any further questions or concerns, please know that we are here to assist you every step of the way!