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:02/12/2025

  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 sent my authentic item to this company after they quoted me a buyout price. When they received my item they did not honor the agreement and fasley accused my item as being a fake. I also sent them proof of purchase of the item and they still dishonored it. This has made me loose money and caused me a great deal of anxiety and stress and I have not been able to speak with a manager about the issue.

  

  Business Response

  Date: 02/18/2025

  Thank you for reaching out, ******. I would be happy to address your situation. At FASHIONPHILE, authenticity is the cornerstone of our business, and we take our authentication process very seriously to protect both our sellers and buyers. Upon receiving your Chanel bag, our Authentication Teamcomposed of luxury fashion expertsconducted a thorough review and determined that the item was not authentic. To ensure accuracy, the bag was reviewed two times, and both times, the determination remained the same.
  We understand that this may be frustrating, and while we acknowledge the proof of purchase you provided, documentation alone does not override our authentication findings. As a trusted reseller of ultra-luxury goods, we must adhere to our authentication standards to maintain the integrity of our marketplace.
  That said, we want to remind you that, despite the bags inauthenticity, our team has approved a one-time exception to waive the standard $75 Authentication Fee. Additionally, while our policy typically restricts future submissions from sellers whose items do not pass authentication, we have also waived this restriction in your case.
  We value our sellers and invite you to submit other items in the future. If you have any further questions, our team is happy to assist.

• Initial Complaint

  Date:01/27/2025

  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.

  I had 3 quotes of bag (2 the row bags and Miumiu )which arrived at the fashionphile and its still processing. Whenever I call their cs they keep saying theres delay with no specific reason. I want the bag to be checked in and paid out

  

  Business Response

  Date: 01/30/2025

  Thank you so much for choosing to sell with FASHIONPHILE, ***! We truly value your business and appreciate the opportunity to assist you. I understand your frustration with the processing time, and Id like to provide you with updates on your items.
  We received your three bags on separate dates and communicated with you on 1/21, 1/23, 1/27, 1/28, and 1/29 about the status and processing timeframes.
  The *** *** Nappa Top Handle Shoulder Bag Caramel was checked in on 1/24/25, and we initiated your payment on 1/29. You should see the funds within 5 business days!
  For The Row Smooth Calfskin Small Slouchy Banana Bag Black, our authenticators noticed construction inconsistencies and requested proof of purchase. Thank you for providing that! Were reviewing it thoroughly to finalize the authenticity determination.
  Regarding The Row Polished Saddle Calfskin Soft Margaux 17 Deep ****** after our detailed authentication process, we determined it is not authentic. Our team carefully examines all elements, and inconsistencies in materials, hardware, and construction led to our conclusion. We understand this may be disappointing, but please know our experts are highly trained in these matters.
  Since youve paid the authentication fee, we are returning the Margaux bag. Please allow up to 7 business days for the return, and well send tracking information once it ships.
  We appreciate your understanding and patience throughout this process. If you have any further questions, please dont hesitate to reach out. Were here to help!

• Initial Complaint

  Date:01/20/2025

  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.

  I decided to sell my Hermes Birkin ************ 37 Gold on FashionPhile website. I got an offer from them on the 25th october 2024 for $18 ****** that I accepted the same day. FashionPhile provide me *** label with tracking 1Z2156X69022677644 and I send the bag on the 26th october.On the 3rd December, I decided to reach out to FashionPhile so they can tell me if everything was good and they told me that the package seems lost and that their claim service will investigate on that. They asked me to send the drop-off receipt, which I did and that they will reach me with a result on the investigation on the 23rd December at latest.On 23rd December, the claim service send me an email saying that the drop-off receipt was falsified (which is not) and that they can't do anything more. I've send some emails to them but they never answer again. I reach out to *** that says that they never done an investigation and that only the provider of the label can do ****** I've not my bag and not the money I was supposed to have. According to the terms of FashionPhile, in case of lost package, it's insured. Which is currently my case.

  

  Business Response

  Date: 01/21/2025

  Thank you for reaching out regarding your claim, Edouard. I understand how frustrating this situation must be, and I appreciate the opportunity to clarify our findings.
  After a thorough review by our Claims Team, we found inconsistencies in the drop-off receipt provided for the shipment. These inconsistencies raised serious concerns about its authenticity, which ultimately made it impossible for the claim to be approved. As a result, we must uphold our decision to deny your claim.
  I understand this may not be the outcome you were hoping for. If you have any further questions or would like to discuss this matter further, we encourage you to contact our Claims Team directly. 
  Thank you once again for reaching out. I hope you have a wonderful day. 

  Customer Answer

  Date: 01/22/2025

  Hello,

   

  Can you clarify what you mean by inconsistencies ? The drop-off receipt is 100% real so I don't understand.

  I think it's just an answer from you to not solving the problem and to clear you.

  

  Business Response

  Date: 01/27/2025

  I understand your frustration and want to assure you that our Claims Team conducted a thorough investigation before reaching a decision. The inconsistencies found in the drop-off receipt were significant enough to raise concerns about its authenticity, making it impossible for us to approve the claim.
  To protect the integrity and security of our shipping process, we do not disclose the specific details of inconsistencies we identify. However, please know that our decision was not made lightly. I would love to resolve this issue for you, but with conflicting details on the receipt, our ability to proceed is unfortunately limited.
  If you have any further questions, we encourage you to reach out to our Claims Team directly for more information. Thank you once again for your response. I hope you have a great day. 

  Customer Answer

  Date: 01/28/2025

  I already reach out to your claim team without any answer from them.

  Do the necessary with them so you can help me solve my case.

• Initial Complaint

  Date:01/17/2025

  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 was sell Quote 5 items to Fashionphile, after I drop off package to *** on 11/27, and I was followed the tracking info see if my items arrive safely. But the tracking info states showing was never delivery, I contacted ** claim on 12/2, they responded me the investigation by the deadline of 1/3 will reach out to you on or before ,l received agent reply and saying : deny the claim request. We encourage you to continue working with *** regarding the missing shipment. which I did contacted with ***, I successfully won the claim. If I were truly a fraudster,*** would not have approved the compensation. My claim has been approved, and your refusal to provide the necessary documents to *** is a violation of any standard business practice.Additionally, you have not provided a single piece of evidence to support your accusation that I am a fraudster. Can you provide me with such evidence, FASHIONPHILE is engaging in deceptive business practices at the expense of consumers. The package was either lost or stolen and now I can't do anything about it since it was not my fault.

  

  Business Response

  Date: 01/17/2025

  Thank you for reaching back out to us. We truly understand how difficult and frustrating this situation has been for you. As mentioned in our previous communication, the resolution previously provided will not be changed.
  As previously stated, the receipt provided shows discrepancies, including the weight listed as "N/A," which is inconsistent with standard *** procedures. Furthermore, the tracking history only confirms that the package was dropped off at the *** location. It does not show progress beyond this point, and the shipment was never delivered to FASHIONPHILE.
  Our ***************** also sent an email outlining this same information to ensure clarity and transparency. We sincerely apologize that this is not the outcome you were hoping for and recognize how disappointing this must be.
  Please know that we remain committed to supporting our clients with care and integrity.

  Customer Answer

  Date: 01/17/2025

  Again, I already contacted *** and My claim has been approved, and why Fashionphile refusal to provide the necessary documents to *** is business practice. all I need just you provide the documents, Can you provide ? I ALREADY TRIED AND THEY SAID TO REACH OUT TO THE SELLER. SO I DONT UNDERSTAND WHY YOU GUYS SAID STATING YOU GUYS CANT? THATS FOUL. my package was either lost or stolen , why you guys did not try to help ? 
  
  FASHIONPHILE is engaging in deceptive business practices at the expense of consumers.

  

  Business Response

  Date: 01/20/2025

  We truly understand how upsetting this situation must be for you, and we sympathize with the frustration youre experiencing.
  As mentioned when you first reached out to FASHIONPHILE, we reviewed this matter with the appropriate department and shared the reasons why the claim was denied. Specifically, there were inconsistencies with the drop-off receipt, including the weight being listed as N/A, which is inconsistent with standard *** practices. Additionally, the tracking history confirms that the package was dropped off at the *** location but did not show any movement beyond that point.
  Since the package did not progress past the *** location, we are unable to take further action. If you suspect the package was lost or stolen, we encourage you to file a police report, as this could be an important step toward resolving the issue. Thank you for the understanding. 

• Initial Complaint

  Date:01/10/2025

  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 purchased a designer bag from *************. It was authenticated as being real. The ********* is a leader in pre owned designer goods and their authentication. The bag was a final sale. Upon receipt, I determined that bag was too large for my needs. I contacted Fashionphile and received a quote on what they would likely sell the bag for. I packaged it and sent it to them. About a week later I receive an email that couldnt authenticate the bag, therefore I would need to pay them $75 for the return of my bag since they couldnt authenticate it. I stand by The ********* (again the industry leader in pre owned designer goods authentication) determination that this bag is authentic. If Fashionphile is not going to accept the bag for sale, thats fine, they need to return it to me at no charge. But dont tell me its not authentic just to get $75 out of me for a return fee. They apparently will not return the bag without payment of that fee. I need some resolution here. I was duped by both companies. I have reached out to both companies via email multiple times and have gotten no response. My Real Real order number is #R524163061. My Fashionphile quote ID is #*******. Do I need to file a separate report for the Real Real, or can both be addressed here, since this is a 2 prong problem? Thanks for your assistance.

  

  Business Response

  Date: 01/13/2025

  Thank you for bringing your concerns to our attention, ******. We appreciate your interest in selling with FASHIONPHILE! I understand how concerning receiving our determination on your item must have been, and why you were seeking a timely answer. I see that you emailed us on 1/8/2025, and as noted in our online form, we kindly request 1-2 business days to respond after a case is submitted. Im glad I was able to assist you directly and provide a resolution via email within this timeframe.
  I completely understand your concern, especially after purchasing from a trusted source like The RealReal. While we respect The RealReal, FASHIONPHILEs thorough authentication process led us to conclude that the item is inauthentic, based on issues with its overall construction. Specifically, our authentication team noted that the feet on this item twist off and the font style is incorrect. The $75 authentication fee is outlined in our Seller Terms & Conditions, and because we value transparency with our customers, these terms are agreed to prior to providing a shipping label.
  That said, I understand that you believed the item to be authentic, and I truly appreciate you providing the original proof of purchase for your *********************** Mini Belt Bag. While the authentication fee is standard, Im pleased that we were able to waive it for you as a gesture of goodwill. At FASHIONPHILE, we strive for transparency and fairness, and I hope this helps alleviate some frustration.
  Since FASHIONPHILEs determination of the bags authenticity is based on our internal process, I encourage you to reach out to The RealReal regarding your original purchase if you wish to discuss its authenticity further, as this communication pertains specifically to FASHIONPHILE.
  If you need further assistance, our *************** team is available Monday-Friday from 7 AM to 5 PM PST at **************. Thank you for allowing me to assist you, ******!
  
  

  Customer Answer

  Date: 01/13/2025

  
  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:01/07/2025

  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.

  My grandmother purchased a Bulgari necklace directly from a Bulgari store. After she passed, I decided to sell it to Fashionpile. I just received a notice that their authentication team has said it is not authentic and they want ***** for checking or they will discard my item. They stated to see the details and there were no details included. Here is a copy of the email: Upon inspection of your item Bulgari 18K White Gold BVLGARI BVLGARI Pendant Necklace we determined that there were some inconsistencies with your item.Please see notes below from our Authentication Specialist:Following a detailed inspection procedure, we have concluded that your item is inauthentic. Thank you for your understanding. I also didnt get payout for a ******* ring that I was offered ***** for and sent at the same time. I would like both items returned for free. I dont think I need to pay to buy back my own authentic item.

  

  Business Response

  Date: 01/13/2025

  Thank you for reaching out to us and sharing your concerns, ***. Firstly, I want to extend our sincere condolences for the loss of your grandmother. We understand that this is a cherished item, and appreciate you choosing FASHIONPHILE! I genuinely regret the frustration this process has caused.
  Regarding your Bulgari 18K White Gold BVLGARI Pendant Necklace, our expert authentication team, including a certified gemologist, conducted a thorough inspection of the item. Based on our detailed testing, we determined that the necklace tested as a base metal, with no detectable gold content, leading us to conclude that it is not authentic. We understand that this is not the news you were expecting, especially given the items history.
  As outlined in our Seller Terms & Conditions, the $75 authentication fee applies to all items that are deemed inauthentic. We deeply value transparency and clarity with our customers, which is why these terms are agreed upon before we provide a shipping label. We are committed to maintaining clear communication throughout this process and ensuring all terms are understood.
  For the ******* ring, please note that because the outstanding balance of $75 is currently reflected on your account, as a result, the $50 payment for the ring has been placed on hold. Once the $75 fee is settled, we will gladly return your Bulgari necklace and proceed with processing the payment for your ******* ring. Per our Seller Terms & Conditions, once you have accepted our buyout offer and shipped an item to us, the sale is considered final. Therefore, we are unable to return the ******* ring, as it has already completed our comprehensive processing.
  Thank you for your understanding, ***. Should you have any other questions regarding our process or terms, please dont hesitate to reach out. We remain at your service.
  
  
  

• Initial Complaint

  Date:01/03/2025

  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.

  This is very bad experience and disappointing thing I saw the good reviews with sell bag to Fashionphile , that is why I try my first time sell my five bags to FP on November, after I drop off package to *** on 11/27 , I live in the same state, so package should be arrive quickly. But I was followed the tracking info see if my items arrive safely. But the tracking info states showing was never delivery, I contacted FP claim on 12/2, they told me the investigation by the deadline of 1/3 will reach out to you on or before that date regarding the results , and today I received email , said .Upon further review with our Loss Prevention team, we must respectfully deny the claim request. Our team found that the drop-off receipt provided has been altered and is not authentic to the item and its tracking number.I do not understand what do you mean The receipt was from *** store they gave me .I believe they also have camera recording in the *** store , so could proof I did drop off my package safely. Please investigate my claim and give me a response,I also contacted *** , they told me sender need to open a claim with *** , I am disappointed , I have been waiting for over 4 weeks and still not resolve this problem , Please give me my items back to me .

  

  Business Response

  Date: 01/08/2025

  Thank you for sharing your concerns, ***. I understand how stressful this situation is and appreciate your patience as we conducted a thorough review of your claim.
  After a detailed investigation by our Loss Prevention team, we found that the drop-off receipt provided appears to have been altered. Specifically, the weight of the package is listed as "N/A," which is inconsistent with standard *** practices, as all packages are weighed at the time of drop-off. This discrepancy raises significant concerns and creates unresolved questions about the shipment.
  While we cannot confirm the exact circumstances behind these irregularities, the tracking details show the package was disrupted while in ***s possession and never reached FASHIONPHILE. As the items were not delivered to us, we cannot return them to you.
  We encourage you to continue working with *** regarding the missing shipment. However, based on the findings of our investigation, we must respectfully uphold our decision to deny your claim.
  FASHIONPHILE is committed to providing a reliable service, and we take every claim seriously. If you have additional questions, our *************** team is available to assist further. Thank you for reaching out. I hope you have a wonderful day. 

  Customer Answer

  Date: 01/10/2025

  I did contacted with *** , I went back my drop-off location today again , I met the guy (worker) , he remember me  , I did drop off my big package on that day , he said that day was a lot of peoples waiting on line , he was helped one lady with her big furniture returned, that is why he told me please leave my package on the side , he just scanned my label , that is why my package did not put on the scale . The receipt was from original he gave me , he also can proof the receipt was never alter , he is checking for me with my lost package, he saidI need contact sender to help me with open a claim with ***,
  
  
  That is why I  am rejecting this response as I am not asking fashionphile to pay out the claim. I am asking fashionphile to file a claim with ***  as only THE SELLER (FASHIONPHILE) CAN FILE A CLAIM WITH THE COURIER. I ALREADY TRIED AND THEY SAID TO REACH OUT TO THE SELLER. SO I DONT UNDERSTAND WHY YOU GUYS SAID STATING YOU GUYS CANT? THATS FOUL.
  
  
  FASHIONPHILE is engaging in deceptive business practices at the expense of consumers. The package was either lost or stolen and I'm sure of it since there are some inaccuracies on the shipping receipt and I can't do anything about it since it was not my label.
  
  
  Note : If you guys still not helping with open claims, I can only  to open claim on court, I need do something with my lost package , I will not let my package gone with this way . 
  
  

  

  Business Response

  Date: 01/14/2025

  Thank you for following up with additional details. I understand how frustrating this situation is, and I appreciate you taking the time to share your concerns.
  After reviewing your claim and the new information youve provided, our decision remains unchanged. As previously stated, the receipt provided shows discrepancies, including the weight listed as "N/A," which is inconsistent with standard *** procedures. Furthermore, the tracking history only confirms that the package was dropped off at the *** location. It does not show progress beyond this point, and the shipment was never delivered to FASHIONPHILE.
  We understand your request for FASHIONPHILE to file a claim with ***; however, based on the findings of our investigation, the evidence provided does not support proceeding with a claim. We must respectfully reiterate that our decision to deny your claim stands.
  We recognize this is not the resolution you were hoping for, but we believe it is important to uphold our standards and policies in these circumstances. If you believe the package may have been stolen or mishandled at the *** location, we encourage you to consider filing a police report to further investigate the matter.
  FASHIONPHILE remains committed to providing a reliable service and thoroughly reviews all claims to ensure fairness and integrity. If you have further questions, please dont hesitate to reach out to our *************** team.

• Initial Complaint

  Date:01/02/2025

  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.

  I purchased a bag from the site, listed in good or great condition. The listing shows the bag has minimal flaws and includes the shoulder strap. I received the bag and discovered the shoulder strap has been cut and is unusable. I have reached out to the company twice now, via email with no response. I have utilized both emails they have for customer service and gotten no response. The bag is not in the condition listed, nor does the listing state that the shoulder strap would need repair.

  

  Business Response

  Date: 01/06/2025

  Thank you for taking the time to share your feedback with us, ********. I deeply regret that your experience did not meet the high standards we strive to uphold at FASHIONPHILE, and I truly apologize for the frustration this has caused.
  I want to acknowledge our delayed response to your email communication, as we were experiencing a high volume of inquiries during the holiday season. I am so glad that I had the opportunity to personally work with you to resolve the issue with the Valentino bag, and I am truly grateful that we were able to come to a satisfactory resolution! Please know that we take the integrity and accuracy of our listings with the utmost seriousness. I regret that, in this case, we did not meet your expectations or the high bar we set for ourselves. Im pleased that we were able to offer you a full refund with the return fee waived, as well as a $50 FASHIONPHILE gift card as a gesture of goodwill. Your understanding and patience throughout this process have been deeply appreciated. It is always our goal to provide an exceptional, seamless experience, and Im grateful we were able to make this right! At FASHIONPHILE, we are committed to ensuring your satisfaction and to continuously uphold the transparency and integrity that our brand represents. I hope that this resolution brings peace of mind and restores your confidence in us. Thank you once again for allowing me to assist you. We look forward to the chance to provide you with the flawless FASHIONPHILE experience on your next purchase!

  Customer Answer

  Date: 01/07/2025

  
  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:12/23/2024

  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 am filing a complaint regarding two missing jewelry itemsa Cartier Juste Un Clou ring and a pair of Cartier Love hoopsvalued at over $3,000. These items were sent to Fashionphile through their sell-back program and have not been accounted for, despite extensive evidence. On December 14, 2024, I packed multiple items, including the two Cartier pieces, in a single box with the required packing slip and dropped it off at **** I received a receipt confirming the package weighed 10 lbs 6.6 oz. The package was delivered to Fashionphiles ******** facility on December 18, 2024, where it was signed for by an employee named ***** at the front desk, as confirmed by the Proof of Delivery. On December 20, 2024, the return package was processed and refunded. However, the two Cartier jewelry pieces were not checked in, even though they were included in the same box as other items like ************* bags and an ****** *****. I contacted *************** on December 18, and was reassured that all items had arrived. By December 21, I noticed the missing items were still unaccounted for and was told the jewelry had not been received, despite my evidence showing they were in the package. Fashionphile initiated an investigation through their *************** team. On December 23, 2024, I provided the *** Drop-Off Receipt, Proof of Delivery, Photo of Packaged Box, Police Reports and Screenshots of Communication. Fashionphile has promised an update by January 6, 2025. However, I find this delay unacceptable, especially when Ive provided clear evidence that the items were sent and received. I respectfully request that Fashionphile compensate me for the missing jewelry, either by returning it, providing new replacements, or paying its sell-back value and review their internal surveillance footage to determine if the items were lost at their facility. I am disappointed by the lack of urgency and resolution. As a loyal customer, I expect better accountability from Fashionphile.

  

  Business Response

  Date: 12/24/2024

  Thank you for bringing your concerns to our attention and for providing such detailed information regarding the missing items from your recent shipment. We deeply value your trust in FASHIONPHILE and sincerely regret any distress or inconvenience this situation has caused.
  First and foremost, please know that we take matters like this with the utmost seriousness. Our ***************** is fully committed to resolving this matter and is conducting a thorough investigation into the circumstances surrounding your Cartier Juste Un Clou ring and Cartier Love hoops.
  I greatly appreciate the time and effort youve taken to document this situation. The evidence youve shared, including the *** receipt, proof of delivery, and other supporting materials, has been invaluable in helping us understand the details of your case and ensuring we address it with the care it deserves.
  I understand that the timeline weve communicated may feel lengthy, and we deeply regret any frustration this has caused. Unfortunately, this processing time is standard when filing a claim with ***, as it allows for a comprehensive review of all relevant details by their team. I also see the communication youve had with our *****************, where they assured you that once we receive final confirmation and approval from ***, we will promptly move forward with releasing the funds for your items.
  Your patience and understanding during this process mean a great deal to us. We remain dedicated to keeping you informed and addressing your concerns with the urgency and care they deserve. If you have any further questions or additional information to share, please dont hesitate to reach out directly to our ***************** or *************** Department.
  Thank you for allowing us the opportunity to resolve this matter, and for your continued loyalty as a valued FASHIONPHILE client.

  Customer Answer

  Date: 12/24/2024

  While I can appreciate you working with me to try to investigate this claim and provide resolution, the response that I continue to get is deeply concerning to me based on my funds being released deemed by *** approving or denying the claim. In your words, I also see the communication youve had with our ****************** where they assured you that once we receive final confirmation and approval from ***, we will promptly move forward with releasing the funds for your items. This is unsettling. Not once are you mentioning to me that you will be looking into your internal processes; who opened the package, who documented the items, are there cameras in the facility while this is being conducted? Will this be reviewed? It is my opinion that based on the evidence that I provided you, the photo showing the proof of delivery that the package does not look tampered with, the items in the package visibly showing the cartier and the packing slip. It is also deeply suspicious that all of the items were there except for the jewelry pieces, and so placing the resolution of this claim on *** alone without reassuring that this will be rectified, regardless of this claim being approved or denied by *** and that fashionphile will make this right by doing their own internal investigation, even if that means with their own employees and company, this is why I am not accepting the response at this time. This needs to be rectified, with all due respect, because this is not right. 

  

  Business Response

  Date: 12/30/2024

  Thank you for your continued communication and for expressing your concerns so clearly. I truly regret the distress this situation has caused you and want to reassure you that this matter is being treated with the utmost seriousness.
  I understand how frustrating it must be to wait for the conclusion of the *** investigation, particularly when your expectation is for swift resolution. While we are fully committed to resolving this issue, its important to note that providing compensation or a refund during an active third-party investigation could result in a conflict should the outcome differ from expectations. For this reason, we must wait for ***s investigation to conclude before moving forward with any resolution. Please rest assured that our ***************** is dedicated to thorough and comprehensive investigations. If the investigation determines the items to be lost, we will promptly issue the appropriate compensation.
  Regarding your concerns about our internal processes, I want to assure you that FASHIONPHILE takes item security and accountability very seriously. Our receiving facility is equipped with comprehensive safeguards, including camera surveillance, which meticulously records the receiving process. These protections are in place specifically to ensure that items are accounted for and secure. Additionally, all employees follow strict protocols when processing items.
  We fully acknowledge and empathize with the frustration and uncertainty youve described. Your trust is incredibly important to us, and we are committed to resolving this matter in a way that meets our shared expectations for fairness and accountability.
  We appreciate your patience as we work through the investigation and are here to answer any additional questions you may have. If there are updates before the conclusion of the investigation on January 15, 2024, they will be communicated promptly.
  Thank you for your understanding as we work to resolve this matter.

  Customer Answer

  Date: 01/13/2025

  Thank you for facilitating communication regarding my concern with Fashionphile. However, I must formally state that I do not accept their response, as it fails to provide a clear resolution to the issue at hand.  
  
  While I will honor the date they disclosed for resolution, I fully expect the matter to be resolved by that time. If no resolution occurs by the specified date, I am prepared to pursue legal action to ensure this situation is adequately addressed.  
  
  I appreciate your continued assistance and look forward to seeing progress on this matter.  

• Initial Complaint

  Date:12/17/2024

  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 bought an item from them and I decided to return it, but I didn't ship it out until it was out of their return policy rate which is fine. OK they sent it back to me. They sent it back to me damage. It had a scratch on it a scratch that was not there on the bag and they sent a scratch on the box that was not there they they claim they put they sent it to me back in the same condition. It was received to them, which is not true first of all, they switched out the box I sent it to them in a saks box and one of the boxes I had I put it nicely in there with stuffing very nicely I even wrapped the hermes box I put the my bag inside of the dust bag very nicely and so I put the bag tissue paper on top then I put the little booklet on top of tissue paper and that was how i sent it to them. then they sent it back to me in a fashionphile box which means they actually did mess around with it they opened it. They put a fashionphile nail filer inside of the bag. They put the booklet inside of the bag. They left it out of the dust bag so they put it flat on some paper and then they put the Hermes dust bag on top of the bag and then they put a fashionphile dust bag on top of that filled with confetti and they're claiming that there's nothing that they can do because they sent it back to me in the same way it was received, which is not true so I would like to file a claim against them.

  

  Business Response

  Date: 12/19/2024

  Thank you for sharing your concerns with us, *******. I appreciate the opportunity to address this matter and offer clarity regarding your recent return experience. Thank you for choosing FASHIONPHILE for your purchase of the beautiful HERMES Swift Jige Elan 29 Clutch **** Sakura!
  After reviewing your order details, Id like to highlight the important timeframes:
  Order Placed: September 30, 2024
  Item Picked Up: October 7, 2024
  Return Window Closed: October 22, 2024
  Item Returned to Our Facility: December 4, 2024
  The item was out of our possession for 58 days, which is beyond our return window. The return period closed on October 22, 2024, and the item was returned to us on December 4, ****** days after the return window ended. As a result, we were unable to accept the return in accordance with our policy.
  Regarding the packaging, I understand you noticed a difference in how the item was returned. This is standard procedure, as we use a new shipping box to ensure secure re-shipping. The packaging may differ slightly, but the Herms Clutch was returned to you in the same condition we received it. We also included a FASHIONPHILE dust bag and a nail file as a gesture of care. Our Shipping Team is highly experienced and strives to provide the highest level of care when preparing packages.
  While I understand your concerns, the extended time the item was out of our possession limits our ability to investigate further. Based on our internal review and confirmation from our Shipping Team, the item was returned to you in the same condition as received.
  I sincerely regret that we cannot meet your request or investigate this matter further, but this decision is based on our adherence to company policy and the extended time the item was outside our care. We take great pride in the service we provide and hope to serve you under more favorable circumstances. Should you have any further questions or need assistance, please reach out.