Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/28/2023

  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 contacted Fashionphile.com I sold my luxury Louis ******* handbag new in box with Receipt, they offered me $1,200.00 for my bag, and I accepted this offer. I have proof by email offer from the company. Fashionphile only paid me ******** and refuses to pay the balance owed to me of$150.00. I have filed three case reviews and the company will not respond. ? I need help. This is illegal to keep my bag and money! I DONT Recommend this company at all. I sent them a $2500 bag in good faith that they will pay me what they offered me $1200.00 *****

  

  Business Response

  Date: 06/28/2023

  Hello *****,

  I apologize for the confusion. Please note we are unable to change the title you give the quotes once submitted by you. Our buyers did however see the notes from client services and thus quoted them based on the photos not the titles.
  
  I do see quote 3191961 had the incorrect title but the photos show LOUIS VUITTON Monogram Boetie MM NM and it was quoted as Boetie and the quote was for $1200.
  
  For quote 3191979 again had incorrect title but photos show the LOUIS VUITTON Monogram Speedy Bandouliere 35 and it was as a speedy quoted $1050.
  
  I understand because of the titles of the quotes it is confusing however, as mentioned we cannot change that but they were quoted accordingly from the photos. The buyouts are correct.

  FASHIONPHILE does have the right to change buyout quotes based on condition, titles, size etc. Please visit our Seller Terms: ************************************************************************************************* receipt of your Buyout Item, Fashionphile will review your Buyout Item to confirm that it is authentic pursuant to Section I.1 and that its condition is consistent with the description you provided in your original submission.

• Initial Complaint

  Date:06/15/2023

  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.

  Hello,I placed an order # ******* from Fashionphile which was supposed to be delivered on May 24th 2023. Even though the *** tracking shows status "delivered", I have never received the package. I contacted customer service at Fashionphille asking them to investigate and open a claim with ***. After two weeks, they responded that my claim was DENIED because *** offered sufficient proof that my package was delivered. I went back to **** in customer service 3 times asking for a copy of the "proof" *** has that they delivered the package to me and provide proof of my signature. I know they don't have it since I have never received this package. **** (or anybody else) in customer service never responded. This company doesn't care about their customers as long as they get their money! I shouldn't be responsible for over $2900 for someone else's mistake. Fashionphile should go back to *** and solve this issue. Such high value packages shouldn't be given to just anybody. I am respectfully requesting a full refund of $2906.96 as soon as possible. Thank you for your help and consideration!

  

  Business Response

  Date: 06/19/2023

  Hello *****,

  Thank you for your inquiry and appreciate you giving us some insight into your issue. I will pass this information along to **** in our ****************** as I can see you emailed in 15mins ago. He also stated a chargeback was filed which now would need to be taken up with your financial institution and not FASHIONPHILE at this time. 

  Thank you for your time.

   

• Initial Complaint

  Date:06/13/2023

  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 order number is *******. I returned my item, and it was delivered and sign for. However, I have not received any refund and Fashionphile refuses to help. I just would like my money returned back to me as its been too long.

  

  Business Response

  Date: 06/14/2023

  Hello *****,

  Upon review of your account, I see you called into our ************************** 2 weeks ago and an internal Claim was filed. 

  Please reach out to our ***************** if you have any further questions. They have been emailing you information in regards to your claim and it should be ending 6/16.

  Thank you!

• Initial Complaint

  Date:05/31/2023

  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 ordered a $4650 Louis ******** It was supposed to come with signature confirmation - at this price tag, you'd think there would be a lot of security to safeguard it. So I was away on a business trip during the week when it was supposedly "delivered", but I figured it was a mistake, there's no way *** would *************** and drop it off outside. Of course a few days later when I got home, there was no package. I called *** who wouldn't give me any info, and then I emailed Fashionphile claims department who said they would take it from here. I trusted them to do the right thing. They kept me in the dark for 2.5 weeks and then told me there was enough evidence that it was delivered successfully. What evidence?!? The only thing I can think of is the *** driver forged my signature. I'd like to see a copy of this signature and I'll share what mine actually looks like. Go take this fraudulent signature up with *** and give me my money back!

  

  Business Response

  Date: 06/05/2023

  Hello ******,

  Thank you for your inquiry. Our apologies your item was delivered when you weren't home. *** will try 3 attempts to acquire signature but they do not hold any items. 

  Unfortunately, if you do have further questions you will need to reach out to our ****************** I will send over a message to them to respond to your current email. 

  Thank you!

   

  Customer Answer

  Date: 06/05/2023

  *** did not make 3 attempts. They were supposed to get a signature from me, but they forged my signature and left the $4600 bag outside. The *********** didn't care that it was a forged signature, and closed my case. They need to work this out with *** and give me my money back.

  

  Business Response

  Date: 06/12/2023

  Hello,

  Our ***************** followed all protocols and even reached out to *** to investigate. If you feel that the signature is forged, we highly recommend filing a police report or doing a chargeback. 

  At this moment those are the ************ we have to move forward. 

  Thank you!

• Initial Complaint

  Date:05/14/2023

  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 purchased a Christian **** goatskin mini saddle shoulder strap pouch from fashionphile . I attempted to sell back the item to Fashionphile they provided me a shipping label and I shipped the item to them. Once they received the item and verified it I called them a week later to get a update on my payment and why it hasnt been released to me yet they claimed that I filed a chargeback but I didnt . Because of this they said they wouldnt be releasing my funds to me or sending me back my item that I paid for . Me and my lawyer would like to *** the company and take them to court for stealing my item and not releasing my payment to me . I would like my payment for this item or my item back.

  

  Business Response

  Date: 05/15/2023

  Hello Duntea,

  Upon review of your account, I see a chargeback was filed for 2 items. Currently your payment is on hold due to the chargeback. Once the chargeback is dropped, your payment will be able to be released. 
  At this time if you have further questions please reach out to our ******************** as they will be the ones who can further assist. 
  Thank you

  Customer Answer

  Date: 05/15/2023

  the company refuses to send me my money that they stole from me I have proof and my lawyer is taking this to court to *** them.

  

  Business Response

  Date: 05/16/2023

  Hello,

  I understand how this may be frustrating but there have been multiple chargebacks filed against Fashionphile. We need the chargebacks to be dropped before we can resend your item back to you. Please confirm with your bank those have been dropped. Once it has been dropped you can email our ***************** and they will send you your items back immediately. 

  Thank you.

  Customer Answer

  Date: 05/18/2023

  no chargebacks were filed against you. Can you show me proof that this happened? I already confirmed with my bank 

• Initial Complaint

  Date:05/08/2023

  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 purchased a Christian **** goatskin mini saddle shoulder strap pouch from fashionphile . I attempted to sell back the item to Fashionphile they provided me a shipping label and I shipped the item to them. Once they received the item and verified it I called them a week later to get a update on my payment and why it hasnt been released to me yet they claimed that I filed a chargeback but I didnt . Because of this they said they wouldnt be releasing my funds to me or sending me back my item that I paid for . Me and my lawyer would like to *** the company and take them to court for stealing my item and not releasing my payment to me . I would like my payment for this item or my item back.

  

  Business Response

  Date: 05/09/2023

  Hello,

  Upon review of your account, I see a chargeback was filed for 2 items. Currently your payment is on hold due to the chargeback. Once the chargeback is dropped, your payment will be able to be released. 

  At this time if you have further questions please reach out to our ******************** as they will be the ones who can further assist. 

  Thank you

   

• Initial Complaint

  Date:05/08/2023

  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 not an irate or aggressive customer. **** is often misinterpreted online, I am blindsided and upset to tears. I contacted customer service three times about the condition on the bag, and reached out online prior to the return. They did not respond so I took it to the Fashionphile boutique in person for a manual decision on April 28th. I kindly request the department review the ******************* camera footage from the time the bag was surrendered, 6-7:00pm CST. You will see two Fashionphile representatives handling, packaging, and accepting the return. If audio is available, you will hear her telling me it was fully accepted for 100% then verifying my ID. She told me it would take a while to process the return on the laptop and I can continue to shop. When I returned to the line, she informed me that she needed my card information to complete the return and showed me a screen reflecting the purchase amount. She physically turned the laptop towards me, and I obliged! The screen had my orders with a checkbox next to each, the bag in the middle, and the amount in italics on the far right. I remember because it was so orderly. Happy to see the full return amount, I gave her my credit card and she completed the return. I then left with my newly purchased items, happy and fulfilled. Today, May 8th, Fashionphile has informed me the return will be $917 less? This is unacceptable and I honestly don't understand why or what's going on. I do not want this bag at all. I purchased a new Tweed that I love and planned on buying one other Tweed with the refund. The Fashionphile representative *************** verified the amount on screen before taking my card information. I am not making creative stories, this is all on camera or must be documented when she verified my card information. Please assist. It did not cross my mind to take pictures of a refund at all but as a secure facility I'm sure cameras are available. Please review them. Best Regards, *******************************

  

  Business Response

  Date: 05/09/2023

  Hello,

  Are you able to provide me with the order number, the Selling Studio you went to to process your return. I would be happy to investigate this situation in greater depth. 

  Thank you

  Customer Answer

  Date: 05/10/2023

  (I don't see an option to reply, just accept or decline. This is neither, just a response:) *************, Fashionpihle within ************, ***********************************************************. April 28, 2023, around 6-7:00PM CST. I did not catch their names, the two women were a lovely African American woman and Latino woman. I walked to the booth and the line began to build as she performed excellent customer service to the building line. She requested assistance. The Latino woman came to the booth and inquired about my return, examined the bag prior to accepting, and complimented my purchases. She also informed me about an event at the Studio that I could view, while I wait for her to complete examining my return. No problem, I obliged and continued shopping. When I came back, the African American woman was back, she showed me the laptop screen with the full amount, verified my card information, completed the return. They both assisted. All on camera, once again I assure you. Thank you so much, you can reach me at *************. Order 1530429.

  

  Business Response

  Date: 05/10/2023

  Hello *******,

  I reviewed your order and it appears you dropped off your Order #******* at a ************* Service Desk. Our service desk locations do not process returns, so unsure how she showed you the return amount.  I do see that they accepted it and sent it back to FASHIONPHILE to review. Upon reviewing your item at FASHIONPHILE the item did not come back in the same condition as we sold it to you in. It appears that it was cleaned and color is coming off of the items. We do always recommend taking our items to be professionally cleaned. I see in the listing it does state: Exterior: Corner wear, creases, faded area(s), discoloration, color transfer, edge wear, imprints, surface wear. Our Receiving team also notated that the tags had been cut and tied back together, which voids out the return. This is why you were given the option to participate into our Refresh Program to sell it back to us for a certain percentage of the items cost.  We are unable to offer honor a refund for this order. 

  In your FASHIONPHILE account, you will only see the option to accept or have the item returned back to you. At this time this is the only option we have.

  Thank you

  Customer Answer

  Date: 05/10/2023

  BBB requested names, I do not have them, so I described the representatives kindly so they are identifiable on film. I reiterate strongly, both representatives did a manual inspection of the bag and showed me the refund amount on the laptop. She took my card information after showing me the refund amount on screen. Please clarify the procedure. Thank you. Once again, this is all on camera, I took it directly into the store instead of mailing it in for Fashionphile's representatives to review. She showed me the exact amount and told me I would receive 100%. Neither representative said it would be reduced at all. When I reached out to customer service online with my concerns prior to going to the store, they did not respond. I was not informed at any time it would be reduced. For full clarification, I took the purse into the store. Fashionphile performed an in-person inspection then I was told, and shown, my refund was 100%. My refund was completed that day, I don't understand how it could be revoked and reduced after being verified by your representatives. 

• Initial Complaint

  Date:05/05/2023

  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 asked FASHIONPHILE to not deliver my package to the first address and received no reply. Fortunately after several attempts I was able to reroute the second package but not the first. I filed a claim with *** because they gave it to someone not authorized to sign for it and they were unable to retrieve the package. *** is willing to take responsibility and asked me to tell Fashionphile to submit information to the claim. They refuse to do so and their customer service has been awful, noting they do not care about their customers and are unwilling to do so. I am asking FASHIONPHILE to help so this claim can proceed. Attaching all of my evidence.

  

  Business Response

  Date: 05/08/2023

  Hello *****, 

  Upon review of your account, one of our ****** Services Specialist you spoke with gave full details into your order. You confirmed with our Order Verification team that your address on file was correct. You did ask to have both items changed to a *** customer center. Unfortunately one of them was already delivered to the address that was submitted at checkout, that was on file for the order, the other item was in transit and able to be submitted for a *** customer center hold. 

  dvised that the ******* had been delivered to the address while I was able to change the other package to a *** CC. Informed shopper that FP fulfilled our part by delivering it to the address so if she was unable to retrieve her item to go to the police with the name I provided to her of the person who signed for the item. Sent email with *** CC details.

  Per our Claims department: We see that you have filed your own claim with ***.   FASHIONPHILE would have not file a claim for the reasons mentioned above.  FASHIONPHILE will not be approving anything in regards to this claim as this is not a FASHIONPHILE error. Even when *** deems a claim as issued it is up to the sender to verify and payout.
  
   We would suggest following up with your local authorities in order to retrieve the package from the address you provided at checkout 

  Customer Answer

  Date: 05/08/2023

  Hi, you are not understanding what I am asking. *** is willing to cover the cost of this item but in order to do so they need this information to be submitted. That is all I am asking.

  1. Proof of Value (I have this information)

  2. Proof of Shipment (I only have the tracking information)

  3. Bill to *** (this is what I need from Fashionphile).

  I can submit this information once I have this above. *** said that Fashionphile needs to send an authorized letter to their ***************** so they can release the payment to me. Otherwise, the payment will go straight to Fashionphile without being paid for on my behalf.

  Does this make sense? That is all I am asking.

  

  Business Response

  Date: 05/09/2023

  Hello *****,

  Upon review of your account, you spoke with one of our ****** Services Specialist and they informed of this information.

  Fashionphile is unable to provide any information for you for **** since this claim is not being filed with ****

  If you need proof, you can use any information from your FASHIONPHILE account, tracking number, emails that were sent to you for reference. This would be the best route to go since this claim is not filed with FASHIONPHILE.

   

  Customer Answer

  Date: 05/09/2023

  I do not agree but they have made it clear they do not care about their customers and that they have made BBB side with them in confirming that notion. 

• Initial Complaint

  Date:04/30/2023

  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.

  Last month (around March 31st) I accepted a quote from FASHIONPHILE to sell my bag. I came back with a response saying my bag are not AUTHENTIC and I HAVE to pay $75 to get it back! I bought the bag in ******** few years ago and it cames with authenticity card. I emailed the costumer asking about this issue, this emailed me back stating to prevent me from submitting additional items for quotes because they think I send them the FAKE!!!!! JUST BECAUSE I DIDNT KEEP THE RECEIPT IT DOESNT MEAN THEY CAN ARBITRARILY ASSUME THAT MY BAG ARE FAKE. I have never thought of this situation could happen on me before, and I'm asking fashionphile to either return my bag for free OR refund my purchase money 100% back. Never gonna use this website anymore.

  

  Business Response

  Date: 05/01/2023

  Hello *****,

  We simply do not take any chances when it comes to authentication, trust is at the foundation of what we do and authentication is the heart of it.We have the same policy across the board for items that arrive at FASHIONPHILE and don't meet those designer's guidelines proving its authenticity. In this case, there are inconsistencies with the overall construction of this item.  We are upfront about the $75 fee for items that we receive that are fake and we cannot accept, we dont want anyone sending us fakes. Please find this information in our Seller Terms: *********************************************************************. We charge a fee because FASHIONPHILE quoted that item and paid you to *************. We also pay to return the item and for the box it goes in.

  At this time, a $75 fee is awaiting to be paid to have your item returned back to you. If you have any further questions please reach out to the authentication team here at FASHIONPHILE. 

  Thank you!

• Initial Complaint

  Date:04/26/2023

  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 purchased a recent Chanel bag sold as new condition. The stitching on the side of the bag do not match and are totally noticeable on a white handbag and it is a flaw . And, it has a hole in the leather in the front and a blemish in the leather in the bottom. All of this was kept from me and sold as new.. and perfect which it clearly is not. I have been intouch with them several times and they are not taking responsibility. That is a scam.. selling damaged goods with flaws as new and perfect. This is a very expensive handbag I am a senior citizen and the stress this is causing me terrible. My husband just got out of the hospital seriously is with covid. I told them that. I also had it when he got home. I told them that. Are they using that to think I will not take this scam further? I wonder. Why would they not just give me a refund.. I am the victim here. Unbelievable.

  

  Business Response

  Date: 04/27/2023

  Hello *****,

  Thank you for contacting us about your Chanel purchase (order #*******). We are sorry to hear you have concerns about authenticity. To give you **************** into our process, after an item is received it goes through a rigorous brand-specific authentication process in-house, allowing us to extensively and meticulously analyze all textiles, hardware finishes, font styles, and construction. Only after an item satisfies all of these requirements will it be approved for our site.
  
  Contrary to popular belief, even ultra luxury brands such as Chanel are prone to quality control issues during the manufacturing process. These types of issues can result in imperfect stitching, foiling application, and hardware quality. With that being said, upon further review of the areas of concern you've noted in your photos, this nuance in stitching is not indicative of a counterfeit as authenticity cannot be confirmed by stitching alone since it's only one of the many indicators we analyze. 
  
  Since this item was produced after Chanel's Designer ID transition, our determination takes into account the engraving, hardware finish, construction, and font style finish on this items serial plate as it is a major indicator. Overall, all characteristics of this item item are indeed, consistent with Chanel authenticity markers.  As such, we stand behind our determination that the CHANEL Shiny Crumpled Calfskin Quilted Wavy CC Small Hobo White is authentic.
  
  Still, we'd hate for you to hold onto an item you're unhappy.  You can find additional information about selling back your item here by utilizing our Refresh program.  If you wish to contest the item's authenticity, we require you to submit a certificate from a reputable authentication service (such as authenticatefirst.com) stating the item is non-authentic. Once you email ** this certificate, we will generate a return label to you and process your refund upon the item's arrival to our ******** headquarters.

  
  

  Customer Answer

  Date: 04/28/2023

  Chanel is a high end luxury brand. I was sold a defective item as new. It has 3 defects.  The Stitching , a hole in the front leather and a blemish in the leather on the bottom. That does not comply with rating system which means you are scamming people. I have been a collecter of Chanel and Dior for over 20 years and all items meet the companies standard of perfection. 

  

  Business Response

  Date: 05/01/2023

  Hello *****,
  

  Thank you for contacting us about your Chanel purchase (order #*******). We are sorry to hear you have concerns about authenticity.
  
  Still, we'd hate for you to hold onto an item you're unhappy.   If you wish to contest the item's authenticity, we require you to submit a certificate from a reputable authentication service (such as authenticatefirst.com) stating the item is non-authentic. Once you email ** this certificate, we will generate a return label to you and process your refund upon the item's arrival to our ******** headquarters.

  Customer Answer

  Date: 05/01/2023

  If it is authentic that means you knowingly sold me an item NEW in your own grading system which does not ********** has 3 flaws . It has a manufacturing stitching flaw as you know. I have sent you the photos. That alone disqualifies it from your rating not to mention the whole in the front and the blemish on the bottom. I spoke to your own Manager and she agreed it should never have been in your NEW  category which means the price would be significantly lower. You have ******** videos demonstrate g your grading system at this certainly does not quality for NEW. You are a big company and shame on you for not doing THE RIGHT THING.