Complaints

• Initial Complaint

  01/22/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On 12/24/23 I paid $153.30 to Topdrawer for a Topologie bag in their Larchmont location. $75 for their Chalk Bag and $65 on a 10mm black reflective strap (to make the bag functional).This was gifted but then I came to learn that the price paid was significantly higher than buying directly on Topologie's website. On their site, I could have received the bag and a strap for a combined total of $77. Even if I was particular about buying this specific strap, it is listed as $45 on Topologie's website NOT $65.Needless to say, this was very disappointing considering there aren't any Topologie stores in the US. I'm not sure if it's this location in particular that marks up the price for this brand this exorbitantly or if it's the entire Topdrawer franchise so I'd like to know if I could get a fairer price at one of their other locations, they price match according to Topologie's website, or if I should just return the item and purchase directly on Topologie's website instead.

  Customer response

  02/02/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  After having no success contacting Topdrawer via the customer service line or email on their website, I called the Topdrawer Larchmont location to ask for a direct line or email to contact them for a refund. ******, the manager at this location, told me he would try to find out and reach back to me, which he did. He explained over the phone that the company would make an exception and I could return the goods back to the store for a cash refund. Topdrawer would send the store a check than attempting to mail it to me. I also received an extension to return after the 30 day window since it was them that was being unresponsive although I'd tried multiple ways to contact them regarding my issue. When I returned to the store, they also told me that their prices had been adjusted and some products were even lower than Topologie. I do not know what caused this but I did send Topologie an email to let them know their partners were price gauging. I'd sent a complaint to the Attorney General as well per the recommendation of who I talked to at BBB on the phone. I'm not sure what parties were responsible for helping me get a refund but my complaint #******** has been resolved. I understand that by choosing to accept the business response that my complaint will be closed as resolved, but I still think the BBB should look into Topdrawer to see if they are charging a fair price for other products in their store. I realize I overpaid for a Japanese mechanical pencil from Topdrawer last year and I only realized it after being upcharged so much for this product I had to check if it was the case for the other thing I bought there.
  
  Regards,
  *********************

• Initial Complaint

  05/21/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I made two purchases with this company online. One purchase was for two pairs slippers while the other was for one pair. I was ordering different sizes because the sizing was strange. I reached out to their customer service since all three didnt fit. They gave me instructions on hour to return the orders for refunds and i followed them. My returns were received weeks ago and i still havent received a refund. Ive emailed their customer service multiple times and left a voicemail on their customer service line because i was never connected to an individual. Their live chat option on their website doesnt work. Ive received no response and still no refund. My purchases exceeded $100 and i cant afford to just throw that away. I feel like Im being scammed. Order numbers were ***** and *****. In fact the emails to their listed customer service are now not being delivered as if the email no longer exists. But like *** said *** called and left a voicemail as well

  Customer response

  06/04/2023

  I have not heard from the business in response to my complaint.

*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. ↩