Complaintsforitalist.com

• Initial Complaint

  05/09/2023

  Complaint Type:

  Product Issues

  Status:

  BBB unable to locate business

  More info

  I ordered a pair of designer ***************** as a gift from Italist. It was a pair of sunglasses that ****** still sells on their current site: ******************************************************************************************************************************** When the recipient opened the glasses, they did not come with the carrying pouch that was supposed to be with these glasses. They were also missing the authentication booklet that should come with the glasses. I reached out to Italist about the missing pieces, or returning the item, because two things about the order made me a little uneasy: a. I questioned whether this item was authentic since some of the logos and printing inside the glasses were off-center and did not look like a different pair of glasses I purchased directly from the ****** boutique and b. these key components of the item were missing. Italist claimed that third party vendors don't come with the carrying pouch (though I see on other third parties, this is included). They made no comments about the lopsided text printed inside the glasses or the missing booklet. They instead directed me to an article about what comes with their items: ****************************************************************************************************** and in the article itself it actually states: Packaging like fabric dust bags, boxes, product care or authenticity cards, and plastic wrapping is considered part of the product.So in this case, they themselves state these items are part of the product, but will not acknowledge that they sent me half a product and will do nothing to allow me to partial return or refund the product. I feel like the company is defrauding customers!!

  

  Business response

  05/15/2023

  Customer did reach out to **, and our ************* Team contacted our Partner Boutique in which the glasses came from for assitance.

  The partner is sending a new case to the customer.

  Customer is aware of the resolution. 

• Initial Complaint

  05/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a pair of shoes on April 28 2023 For USD$774.19 on order number ********. The order as per attached screenshot shows order to be shipped to ****** (see shipping address on screenshot). Upon verifying delivery details on DHL it shows it was delivered in ********* ** in *******. Clearly not where I ordered it to. Clearly something handled very wrong by Italsist. As Italist does not have a customer support phone number, an email was sent to them, only it was unanswered.I would like these shoes shipped to ****** or refunded as I do not have the shoes but Italist has charged me.

  

  Business response

  05/15/2023

  The customer did contact our ************* Team and the customer has been refunded.

  This case has been solved on the 9th of May.

• Initial Complaint

  01/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a pair of ********* **** boots for my daughter October 31 for Christmas. They cost $721.06. She wore them once and 2 of the letters came off the boot. We have been going back and forth with them. ********* **** won't do anything because italist is not a distributer of theirs and Italist will not do anything. I am not even asking for another pair, I am asking for the letters. They are rude and very bad at customer service

  

  Business response

  01/31/2023

  The customer's daughter, *****, did contact us on January 6th advising that the shoes she received for Christmas were starting to come apart. We advised her that we apologize, but the order is too far outside the policy for us to assist. Technically our policy states that we can't assist when an item has been worn, and can only be returned within 14 days.
  
  The best case for these scenarios is for the customer to contact the brand for further assitance.
  
  To clarify, we are a marketplace for our partner boutiques in *****. So our ability to help with cases like these are limited, but it is all in our terms and conditions.
  
  The Daughter advised that she reached out to the brand, ********* ****, and they advised her that we, Italist are not an authorized dealer which led her to believe that we sell items that are not authentic.
  
  Again, we are a marketplace for our partner's boutiques. Our partners in ***** are some of the most reputable boutiques in the world, and they are the ones with the direct relationships with the brand.
  
  After we closed the ticket with the daughter, the Mother, ******, contacted us and the conversation continued the same way.
  
  You will see in the attached email threads, that our ************* Team was not rude in anyway.
  
  If we could assist further we most certainly would. However, when it comes to clothes, how the item is worn is a grey area, and brands can never be certain that the cause of an issue is due to a defect, or the way the person wore the item.
  
  We apologize for the customer's frustration, but we simply can't assist with an order from October.
  See Attachment/File: EmailThreadWDaughterKatie

• Initial Complaint

  01/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a pair of boots on this website. I never ordered on this website before but a friend of mine told me it was a real website. I didn't know when I placed the order that this company has zero contact number to call for any issues. I placed the order. My credit card was charged. But I didn't get any email or anything. I emailed them many many times until they finally answered. They told me my shoes were on the way. They weren't. They arrived over a week after I placed the order. And it said you have 14 days to return the shoes. There is no way to contact them. They take a long time to respond. And being that I didn't receive the shoes in a timely fashion I assumed I had 14 days from when I received them. It was the holiday week and things are busy. I emailed them 2 weeks after I received the shoes and said they don't fit and I don't know how to go about getting a return made. I also explained that********************************** for two weeks to even be able to try them on. But i didnt think it was past the time anyways because I had two weeks to return them. They are zero percent helpful they said no you cannot return them. I tried them on they're too small. I never met a company like this in my life. So unhelpful. So unprofessional. If they don't give me a way to return these boots I will dispute this charge. This is my order number. ************

  

  Business response

  01/23/2023

  Business Response /* (1000, 5, 2023/01/06) */ Hello, The customer is correct. Her return is out of the return policy and our customer service did not allow an exception. The reason for the 14 day return policy is that all the items listed on our website come from our partner's ******************* Most of them are independently run, and can not afford to have items returned late. The last date to create the return was on the 30th of December, which is 14 days from the delivery date of the 16th. We can also confirm that the emails were sent at every step of the process. Attached is a screenshot from our archive inbox showing the emails sent and the date they were sent. Perhaps, our emails entered the customer's Spam folder. As a courtesy, we will allow a return and will contact the customer via email to inform her.

• Initial Complaint

  10/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Italist.com is a seller of ******* imported clothing at less expensive prices than you'll find in the US. - I purchased 3 items from Italist on Saturday, October 1st. - I received confirmation and shipping emails and texts regarding all three orders on Monday, October 3rd. - I received one item without difficulty on Wednesday, October 5th. No issues here. - I received text messages regarding the remaining two items on Thursday, October 6th, stating that the two items were on hold and pending the payment of duty. - I contacted Italist to see what happened as, per my research on their site, duty should not be required. I'm copy/pasting exactly what is stated on their site regarding the matter (and I have screenshots as well in case they change these sections). Relevant sections here for space purposes: Purchases Every purchase includes customs duties and free express shipping worldwide, so you will not need to pay additional fees upon receipt of your imported item, unless otherwise noted (see exceptions under Customs Duties and Taxes). Customs Duties and Taxes Customers from the ************** For orders shipped to countries within the **************, there are no customs duties. All prices are inclusive of value-added tax (VAT). Customers outside the ************** For most countries outside of the **************, value-added tax (VAT) is normally not due. Our team facilitates the import/export process, and all the related taxes and fees are included in the total price at checkout, so there are no hidden costs. Currently, customs fees are due upon delivery for the following countries: (long list here. ************************************* In the email exchange with Italist (see attached), the representative 'Emil' clearly admits to not having an up to date website. See attachments. Additional available on request. I request refund of $160.26

  

  Business response

  11/02/2022

  Business Response /* (1000, 6, 2022/10/07) */ Hello, ****** are applied to any items priced at $800 USD or more and we do add the **** at check out as a courtesy to our customers. Applying the ****** at check out for our customers is not obligation of ours as the retailer, but we do it as courtesy to allow for a more seamless experience. None of the items in the customer's order were priced at $800 USD or more, so we did not apply any ******. The duty fees that are being billed to the customer ************* is a law that is applied to all shipments entering the US on the same day, regardless of where it's coming from. Meaning it could be an order coming from ************************************ and a different retailer. If all the shipments enter the US on the same day, the ***************** has the right to apply ****** fee if the total amount of the shipment is over $800 USD. Please note that we are a marketplace for boutiques ******************. This means that one order that contains multiple items can come from multiple different boutiques, as is the case for this customer. If we were to apply ****** to the whole order of this customer, and the order arrived at different times, then we would have applied ****** wrongfully. We have tried to assist the customer, as evident in the attached email transcript. Consumer Response /* (3000, 8, 2022/10/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) The main reason why I do not accept this response is that it clearly is counter to what they have posted on their site regarding fees. Reference screenshots 'Italist Purchases 01' and 'Italist Customs Duties and Taxes 01', both of which are screenshots directly taken from the Italist.com website. Per the Purchases screenshot: - Every purchase includes ************** and free express shipping worldwide, so you will not need to pay additional fees upon receipt of your imported item, unless otherwise noted (see exceptions under ****************** Taxes). Per the Customs Duties and Taxes screenshot: - The USA is not listed as a country where additional ****** would be required upon receipt. There is no mention whatsoever of the scenario to which the Italist representative has cited in his response. Therefore, what is posted on the website is inadequate for revealing what fees may be necessary. Per what has been said in the Italist response, this isn't even a rare edge case which I've encountered but is instead something that is probably quite common for customers to encounter. I'd request that Italist be more clear in disclosing what could happen in regards to fees being assessed so that the customer can be more informed and, if necessary, prepared if more fees are required. All this said, I paid the ****** (as is noted by the receipts) and did receive the merchandise in excellent condition. All items fit ***************** are very satisfied with the merchandise to the point that we'd absolutely consider purchasing from Italist again if we can come to a resolution on this matter. My request would be that they update their website so that future customers are adequately made aware of the fee situation as is described in the response by Italist AND some sort of refund/compensation is made for the $160 that I had to spend on ****** that I could have easily avoided if I'd staggered the purchases. I'd accept a credit towards another purchase. Business Response /* (4000, 10, 2022/10/18) */ Hello - As stated previously, for us to apply this ************** to an order where we are unable to control the entry into the country of *****************, would be negligent and fraudulent. If the customer's orders enters the country at different dates, then we would have applied customs ****** when it was not deemed necessary. Also, as mentioned under the Taxes ********** section of our website: The above list is subject to change. If a customer ships an item to a*************************** destination (countries listed above), then the price displayed will be exclusive of all taxes and ******. As the recipient, you are liable for all customs ****** and local sales taxes levied by the destination country; we are unable to estimate the total amount of these fees. Payment of these fees is necessary to release your order from customs on arrival. Consumer Response /* (4200, 12, 2022/10/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) Again, the wording on this is not satisfactory. You clearly state that 'Every purchase includes customs ****** and free express shipping worldwide, so you will not need to pay additional fees upon receipt of your imported item, unless otherwise noted (see exceptions under Customs Duties and Taxes).' If you go to the noted section, the additional information there is not sufficient to lead a USA based buyer to think that they'll get hit with any fees under any circumstance. But now we're into a circular argument. I want the**** to make a judgment call on this because we're now at the point where we're simply going back and forth quoting the website.

• Initial Complaint

  08/29/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered and paid for a ******** backpack. The amount was $367.00. Italist ******** for all its shipping. I was not offered insurance for this item. I signed up for delivery texts so I would know when the item was delivered. I received a text a day late. The picture taken of the item was too grainy/blurry to read. I have not found any such box containing the item. I don't even know what the box should look like. Italist has not been cooperative at all! They only offer live chats. When I try to use the li e chat I am asked to wait for a live agent to assist me. I wait and no agent comes on and the chat is terminated. This happens over and over again.

  

  Business response

  10/12/2022

  Business Response /* (1000, 5, 2022/09/01) */ Hello, Attached is the email/chat thread where you can see we tried to assist the client. When she reached out to report that she did not receive her order, we asked *** to open an investigation. The local *** representative has informed us that customer requested this shipment to be released from signature and to be delivered "in the package room close to the Approach room". Since the customer changed the delivery conditions and *** has met them, they are unable to further proceed with an investigation. On the attached document you can find a picture of the package left on the shelf in the room where *** was advised to deliver the shipment.

• Initial Complaint

  08/10/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Italist will not issue a refund or file a claim with the shipper for a package that was not delivered. Order ******** Amount of purchase 2416.44

  

  Business response

  09/09/2022

  Business Response /* (1000, 5, 2022/08/11) */ According to our T&C, all shipments must be signed upon delivery. The customer requested through DHL portal the signature release for this order. DHL confirmed with pictures that the shipment was delivered according to the customer's request and therefore they are unable to further investigate about this delivery. Waiving the mandatory signature upon delivery puts the claim outside of italist's terms and conditions and therefore italist is unable to issue a refund or send the item again. If the customer believes that external factors played a role in the disappearance of the parcel, they should file a claim with local authorities or file a dispute with their credit card company. Consumer Response /* (3000, 7, 2022/08/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) This package was not signed for as indicated by the proof of delivery form attached. Italsit states that part of their investigation included me waiving a signature for delivery confirmation and I am now unable to obtain a refund for an order I never received. Italist refuses to open a claim with dal for this lost package and I am unable to do so. Business Response /* (4000, 9, 2022/08/18) */ Hello, To clarify, DHL will not open a claim because the customer waived the signature which releases the responsibility onto the customer. We tried to open the claim with DHL and they will not because of that. Attached is the communication with us here at italist and the customer where you can see how we tried to assist. Best, Mark Consumer Response /* (4200, 11, 2022/08/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) I contacted DHL and they stated that the merchant CAN file a claim. The package was signed for - not by me and the initials are FD. Attached is the merchants return policy. It does not mention anything about refusing a refund for orders that are missing/lost and not delivered. They are violating their refund policy. Italist refuses to file a claim. I am filing a dispute with the credit card company to handle. Business Response /* (4000, 13, 2022/09/07) */ Hello, Please note that "FD" on the proof of delivery is the abbreviation for Front Door delivery which the customer selected via DHL, as per our previous communication and record. Attached you can find in our policy where it states "The courier's confirmation of delivery in accordance with the courier's policies shall be the sole, official evidence of delivery" Best, Mark

• Initial Complaint

  08/10/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered the Woolrich Trequarti Parka Artic in French Blue. The company sent the Woolrich Artic Racoon Parka in Dark Navy. When I emailed customer service, they told me to submit photographs (which I did). They then told me it would take up to 2 business days to review the claim. At the end of the second day, I received another request for information via photograph, which I had already submitted. Still have yet to hear a response, and they want me to pay almost $200 for sending the wrong coat. Total scam.

  

  Business response

  09/12/2022

  Business Response /* (1000, 5, 2022/08/12) */ Hi *****, I confirm we have resolved your case with a free return + a small gift for the inconvenience. Best regards, ******* Consumer Response /* (3000, 7, 2022/08/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have not been credited any amount of the return, the company admits they received the return. And no "small gift" was ever made. Business Response /* (4000, 9, 2022/08/25) */ Our response on the 12th stated: "I confirm we have resolved your case with a free return + a small gift for the inconvenience." Which meant we are giving the customer a free return. The refund was not been issued yet when the customer contacted us last week because the item did not arrive at the boutique. Our CS team has provided the customer with a $50 code which is the small gift. Our last email response to the customer on Monday the 22nd stated: Dear *****, Thank you for your patience. Our BBB response was: Hi *****, I confirm we have resolved your case with a free return + a small gift for the inconvenience. Best regards, ******* We have noted your return to be free and you will be refunded in full. On August 12th, my colleague emailed you a code for the amount of $50. The code is ************* Your refund will be issued shortly. Best regards, **** As of early this morning the 25th, I can confirm that the customers refund of USD 791.17 has been issued. Note that refunds can take 7-14 business days to reflect on the customers credit card/bank statement.

• Initial Complaint

  07/10/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed on order ************ on September 30, 2021 (totaling $566.00) which contained handbag and sunglasses which was split into two different orders. First, handbag was shipped and then sunglasses almost a month later. I never received neither of the merchandise. The order with sunglasses was held at the airport by *** for *** tax payment which I refused to pay. This was going on for weeks and even a months. Then, I contacted merchant and them about not getting any of the items and they have kept telling me it was delivered but I never received. What they do is a total scam and something should be done to protect future consumers.

  

  Business response

  07/26/2022

  Business Response /* (1000, 5, 2022/07/12) */ Hello, The customer's orders were delayed due to customs issues around duty fees. We were in constant communication with *** to try and resolve the issues as soon as possible for the customer.Unfortunately, neither we, italist, or *** have control on the speed of Customs processing times. Eventually the customer's orders were delivered. For the order ************, which contained the bag, *** has marked it as delivered. The customer reported that they did not receive it. We asked the customer to fill out a form claiming non-receipt, and the customer never returned it to us. We asked her several times for the form to be filled out in order for *** to conduct their investigation. For order ************, which contained the sunglasses, *** has marked it as delivered with a photo of proof of delivery. We communicated with the customer from October all the way until the end of December of 2021 to try and resolve her issues. We also advised that if she suspects foul play to file a police report or even file a dispute with her credit card company. Attached are two documents with all the internal communication.

• Initial Complaint

  06/25/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I made a purchase from italist.com on may 31,2022 which was supposed to be delivered on June 7th 2022 . I was home all day got a message my package was delivered at front door which I didn't see on my camera or saw when the *** truck pulled up . I reached out to *** asap they told me they're gonna reach out to the driver to retrieve my package and redeliver . Days up on days I've been getting the same emails from *** that they're not getting a response from the local *** store and that they're gonna close the case and I should reach out to italist for my refund or replacement. When I did reach out italist is telling me I can't get a refund because I signed for the package and it was delivered at my door . My name isn't ******* and I didn't sign a release signature . Now I'm getting little help about my 705.00 and italist is telling they can't really do anything because they're hands are tied ..

  

  Business response

  07/12/2022

  Business Response /* (1000, 5, 2022/06/28) */ Contact Name and Title: ************ Manager Contact Phone: ************ Contact Email: **************** Hello, Per our policy regarding package delivery: Package Delivery italist uses *** or a similar third party global courier to ensure a quality delivery experience for the products that you purchased on italist.com. Accordingly, the delivery of the products will be conducted in accordance with the courier's delivery policies as in effect from time in your country. Your purchase(s) will be sent to the delivery address that you specified when you placed the order on italist.com. If you designated the delivery address of a third party, such designation will authorize italist to deliver the product to such a third party address. The courier may confirm delivery by requiring the recipient's signature on a delivery confirmation slip, by taking a photograph of the package in front of the delivery address, by geolocation/geotagging, or by a combination of any of the above or other methodologies as in effect from time to time. The courier's confirmation of delivery in accordance with the courier's policies shall be the sole, official evidence of delivery. You will not be eligible for a refund by italist if you fail to sign the delivery confirmation slip, if someone else other than you or a person authorized by you signs the delivery confirmation slip, if you fail to retrieve a package from the courier's warehouse in the event of a failed delivery in a timely manner, or if you live in a location where multiple packages are delivered to a shared area and a package is stolen after delivery. With that said, we have been working closely with the client to try to get the issue resolved. Yes, at first *** is waiving their responsibility of the package due to receiving a signature at the time of delivery. Then the client provided us with screenshots from her local ***, and we are using that to fight for the client. At this moment, the investigation with *** is still in progress, and we are in constant communication with the client. Attached is a transcript of our conversations.

*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. ↩