ComplaintsforClothes Mentor 133

• Initial Complaint

  04/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased what I believed was an authentic Louis ******* bag from CM in *********, ** on Oct 17, 2021 for $1050. After receiving the bag I noticed that the bag lacked a 3rd party cert which CM stores get for luxury items (done by 3rd party Entrupy). I took the bag to the sister store CM in *****************, ** and had it authenticated by the owner. She also paid to get the bag authenticated by the 3rd party. The bag came back as a COUNTERFEIT. I contacted CM *********, **, telling them they sold me a fake bag. The owner responded saying the bag was authentic, but had no proof to verify it. I asked NUMEROUS times in my email for a RETURN label followed by the refund. I had no use for a fake bag that was sold to me as an original. The seller responded I can mail the bag at my own expense, which I didnt feel comfortable doing, as the seller already scammed me selling me a counterfeit item. It was very suspicious that he didnt want to provide me with a return label (it can be easily generated via the Shopify platform they use). Given the return label I would have had a proof in a form of a tracking # that the bag was sent to the right recipient, and I would be notified that it was delivered. I feared that if I mailed it with no return authorization #, the bag would get lost and the seller would not give me the money back and I wouldnt have the proof that I mailed it. In my last email to the seller on Nov 16, I gave the store 2 business days to send me a return label. There was no response so I opened a dispute with my bank. The seller responded to the dispute providing fake conversation which we never had, claiming I had changed the narrative and claimed the bag was damaged in transit. I NEVER sent an email like this and had to contact *** (case #*********) since the seller fabricated my conversation and lied to the bank winning a dispute. I wish to return to bag, and be refunded my $1050, plus an additional $100 refund for the authenticators I had to use.

  Business response

  04/06/2022

  Below is her original statement: I numbered 6 errors/misstatements/perhaps outright lies and addressed them at the end  The first attached word doc has the same thing but is easier to **** because of color highlights.  THank you

   

  I purchased what I believed was an authentic Louis ******* bag from CM in *********, ** on Oct 17, 2021 for $1050. After receiving the bag I noticed that the bag lacked a 3rd party cert which (1)CM stores get for luxury items (done by 3rd party Entrupy). I took the bag to the sister store CM in *****************, ** and had it authenticated by the owner. She also paid to get the bag authenticated by the 3rd party. (2) The bag came back as a COUNTERFEIT. I contacted CM *********, **, telling them they sold me a fake bag. The owner responded saying the bag was authentic, but had no proof to verify it. I asked NUMEROUS times in my email for a RETURN label followed by the refund. I had no use for a fake bag that was sold to me as an original. The seller responded I can mail the bag at my own expense, which I didnt feel comfortable doing, (3)as the seller already scammed me selling me a counterfeit item. It was very suspicious that he didnt want to provide me with a return label (it can be easily generated via the Shopify platform they use). Given the return label I would have had a proof in a form of a tracking # that the bag was sent to the right recipient,and I would be notified that it was delivered. I feared that if I mailed it with no return authorization #, the bag would get lost and the seller would not give me the money back and I wouldnt have the proof that I mailed it. In my last email to the seller on Nov 16, I gave the store 2 business days to send me a return label. (4) There was no response so I opened a dispute with my bank. (5) The seller responded to the dispute providing fake conversation which we never had, claiming I had changed the narrative and claimed the bag was damaged in transit. I NEVER sent an email like this and had to contact (6) *** (case #*********) since the seller fabricated my conversation and lied to the bank winning a dispute. I wish to return to bag, and be refunded my $1050, plus an additional $100 refund for the authenticators I had to use.
  
  A few CM stores use an authenticating service. We actually subscribed to the one she mentions Entrupy in late 2021 and received our equipment and training early Feb. this year.
  Look at her attached examples.The first shows the original customer receipt was dated March ******** third shows that the bag failed to authenticate because in had no embedded microchip.Any simple ****** search will tell you that Louis ******* did not begin using microchips until a year later March 2021. If she truly used an authentication service, she got taken on that point.
  Our policy has always been if you doubt the authenticity, return the bag for a refund.We have been in business for 12 years only selling online for two of those years and have followed that policy every time.We protect our customers.
  She emailed me twice, both followed by a prompt response.These are not issues we like to have linger.
  If you have ever looked into a chargeback at BBB, then you already know that the card provider will almost automatically ***** a provisional chargeback and then give the merchant an opportunity to reply, so cannot provide the fake conversation that she claims.My response was merely to provide her original email.The card company, even though tending to side with the card holder, quickly reversed the chargeback based on her own conflicting claims.
  For curiosity, I looked up the *** case number and it is something involving guns.

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