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:03/13/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 dsquared off white suit from Baltini that was shipped via ***. Upon receiving the package the carrier advised there was major damage to the shipping box and the suit had been exposed. After observing the box and the exposed dirty suit, the carrier suggested that I decline the order and have it shipped back to the store.I emailed Baltini advising the package was delivered in an unsatisfactory manner and was not in the condition where I could accept the purchase after spending approx. $1k on the suit. To make matters worse Baltini customer service advised I would incur an addition $45 rerouting fee to have the order shipped ******* a consumer this level of customer service is unsatisfactory. Customers spending $1000 on a suit should not have to deal with unsatisfactory shipping practices that damage the item. Furthermore, shipping from ** to ** does not cost $45. In fact I've shipped heavier items internationally via ***** and incurred less expense. This entire process with Baltini has been horrible. I would not recommend purchasing anything from this website as they do not stand by their products and the customer service experience is horrendous.I'll gladly ship the package back myself and not incur a $45 dollar charge and have my money refunded. STAY AWAY

  Business Response

  Date: 03/19/2025

  Hello Andrice,

  I hope this message finds you well. I'm ******, Baltini's **************** Manager. 
  

  We sincerely apologize for the frustration and inconvenience you experienced. Please know that we take customer satisfaction very seriously, and we regret that this situation was not handled smoothly from the start.
  
  Our records show that the package was refused at delivery, and per our standard policy, refused packages require a rerouting fee. However, we now understand that *** did not inform us that the item was damaged, and their courier advised you to refuse the shipment without documenting the condition of the package. Unfortunately, we only learned the full extent of the issue through your BBB complaint.
  
  Please know that we would never ship a damaged item. It appears that the package sustained damage while in transit, which should be **** responsibility. We also requested photographic evidence from ***, but they have not provided any proof of the damage, making it difficult for us to assess the situation.
  
  We understand that this delay has been frustrating, and we are actively working on a resolution. Once we receive further clarification from ***, ***** will update you immediately through our ongoing email to confirm the next steps.
  
  Thank you for your understanding and patience as we work through this.

  Warm regards,

  ******

  Customer Answer

  Date: 03/20/2025

   
  Complaint: 23059897
  
  I am rejecting this response because:
  
  My money has still not been refunded and the package has been rejected in over a week. If you need to investigate with **** so be it but that's not my issue. I do not have the product I paid for as it arrived in unacceptable conditions. Refund me my money expeditiously or I will peruse legal action. 
  
  Sincerely,
  
  ******* ******

  Customer Answer

  Date: 03/20/2025

  BALTINI has continually refused to accept the order back and instead has rerouted the package back to me for delivery. I've already stated I'm not accepting the suit and requested a refund. This is going on three weeks. I asked ***** to accept the return and refund me my money. At this point I will advise my bank that this has now turned into a fraudulent issue and dispute the charge. BALTINI is a nightmare to work with, unresponsive and attempting me to accept a damaged suit. Legal action will pursue. 

  Customer Answer

  Date: 03/20/2025

  BALTINI has continually refused to accept the order back and instead has rerouted the package back to me for delivery. I've already stated I'm not accepting the suit and requested a refund. This is going on three weeks. I asked ***** to accept the return and refund me my money. At this point I will advise my bank that this has now turned into a fraudulent issue and dispute the charge. BALTINI is a nightmare to work with, unresponsive and attempting me to accept a damaged suit. Legal action will pursue. 

• Initial Complaint

  Date:02/24/2025

  Type:Delivery Issues
  Status:

  UnresolvedMore 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 order is from BALTINI, order number *********. Was delivered by DHL tracking ********** on February 14th. The item is a Ferragamo men's beaded stretch bracelet. Within seconds of putting it on, the elastic ( which has a weird knot at the end) broke and beads went everywhere. It looked like this product was broke, restrung again and sold to me. Immediately after it happened, I sent pictures in a email to their customer service. It's been over a week and all I keep getting is that they're looking into the issue with no resolution. My point of complaining is to get a refund and also to warn future customers about this company. Thank you.

  Business Response

  Date: 03/17/2025

  Hello *****,
  
  I hope this message finds you well.
  
  My name is ******, and I am the **************** Manager at **********************. I wanted to personally address your concerns here on the BBB platform.
  
  We sincerely apologize for the frustration and disappointment youve experienced with your recent order. We completely understand how upsetting this must be, especially since the bracelet was intended as a special gift.
  
  Please know that we take product quality and customer satisfaction very seriously. We have been actively working with our boutique partner and are now in direct discussions with ********* Italia to further investigate your concerns. Since this requires coordination with the brand, the process may take some time, but we are fully committed to ensuring a thorough review and a fair resolution.
  
  We understand your concerns regarding the design and quality of the bracelet. Based on our initial review, the item was received in the same condition as supplied by the brand. However, we acknowledge your feedback and are taking additional steps to verify this directly with Ferragamo.
  
  We truly regret any inconvenience caused and appreciate your patience while we work towards a resolution. As soon as we receive updates from Ferragamo, my colleague ***** will inform you immediately via our ongoing email thread. In the meantime, please dont hesitate to reach out if you have any further questions or concerns.
  
  Thank you for bringing this to our attention, and we appreciate the opportunity to address it.
  
  Warm regards,
  ******

  Customer Answer

  Date: 03/18/2025

  It's been almost two months of back and forth  with this company. They won't acknowledge that their customer opened the package and the item completely fell apart within seconds.. any other "good" company would want this to be fixed **** so the customer is happy. Im out $200 for a bad product sold by this company. I don't trust a word they say. They don't believe their customers and the solution is basically non existent. They just keep blowing me off week after week saying that they're coming up with a solution and they don't

  Customer Answer

  Date: 03/18/2025

   
  Complaint: 22976507
  
  I am rejecting this response because:
  

  It's been almost two months of back and forth  with this company. They won't acknowledge that their customer opened the package and the item completely fell apart within seconds.. any other "good" company would want this to be fixed **** so the customer is happy. Im out $200 for a bad product sold by this company. I don't trust a word they say. They don't believe their customers and the solution is basically non existent. They just keep blowing me off week after week saying that they're coming up with a solution and they don't

   

  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:02/18/2025

  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 purchased a $1800 ***** bag from this site. The bag arrived damaged. And likely counterfeit as I have never see a luxury bag in this condition. As soon as I opened it I took photos and emailed then to tell them that I was not happy with the bag I received. I received an email back stating that they use 3td party "boutiques" and that they have to contact them. Only after I left a review explaining that they hadn't responded to me in weeks did they respond sending a return authorization. I sent the bag back and was charged $400 for taxes etc. When I reached out to them they said that it was a defect from the manufacturer so they aren't responsible and that is why they charged the fees. They are the seller and theybare the ones that misrepresented the merchandise and sent it sight unseen. I want the rest of my money back from them

  Business Response

  Date: 02/24/2025

  Hello BBB Team/ Customer,
  
  I hope this message finds you well. I'm ******, Baltini's **************** Manager.
  
  I sincerely appreciate your feedback and the opportunity to address your concerns regarding your recent purchase with us.
  
  I understand that receiving an item that does not meet your expectations can be disappointing. As a luxury marketplace, we work closely with our boutique partners to ensure that all items are sourced directly from authorized retailers in *****. Each boutique adheres to strict quality control standards before shipping items to customers.
  
  Upon receiving your initial concern regarding the condition of your Chloe **** we promptly initiated an investigation with our boutique partner. After reviewing the provided images and consulting with the boutique, it was determined that the item was shipped in new condition, and any observed imperfections were likely a result of the manufacturing process rather than post-sale damage or counterfeit issues.
  
  That said, as part of our commitment to customer satisfaction, we approved your return request and provided a prepaid return label so you could return the item. Per our return policy, duties and taxes are non-refundable as they are imposed by customs and are not within our control. Additionally, because the boutique did not confirm the item as defective, a processing fee was applied to the return, which was communicated during the process.
  
  We regret any frustration caused by this situation and appreciate your understanding that, as an online marketplace, we facilitate transactions between customers and our partner boutiques, but we do not manufacture products. Our policies, including non-refundable duties and boutique restocking fees, are in place to ensure transparency and fairness in these transactions.
  We truly value you as a customer and apologize if the resolution did not fully meet your expectations. If you have any additional concerns, we are happy to discuss them further and provide any assistance within our policy guidelines.
  
  Warm regards,
  ******

  Business Response

  Date: 02/24/2025

  Hello BBB Team/ Customer,
  
  I hope this message finds you well. I'm ******, Baltini's **************** Manager.
  
  I sincerely appreciate your feedback and the opportunity to address your concerns regarding your recent purchase with us.
  
  I understand that receiving an item that does not meet your expectations can be disappointing. As a luxury marketplace, we work closely with our boutique partners to ensure that all items are sourced directly from authorized retailers in *****. Each boutique adheres to strict quality control standards before shipping items to customers.
  
  Upon receiving your initial concern regarding the condition of your Chloe **** we promptly initiated an investigation with our boutique partner. After reviewing the provided images and consulting with the boutique, it was determined that the item was shipped in new condition, and any observed imperfections were likely a result of the manufacturing process rather than post-sale damage or counterfeit issues.
  
  That said, as part of our commitment to customer satisfaction, we approved your return request and provided a prepaid return label so you could return the item. Per our return policy, duties and taxes are non-refundable as they are imposed by customs and are not within our control. Additionally, because the boutique did not confirm the item as defective, a processing fee was applied to the return, which was communicated during the process.
  
  We regret any frustration caused by this situation and appreciate your understanding that, as an online marketplace, we facilitate transactions between customers and our partner boutiques, but we do not manufacture products. Our policies, including non-refundable duties and boutique restocking fees, are in place to ensure transparency and fairness in these transactions.
  We truly value you as a customer and apologize if the resolution did not fully meet your expectations. If you have any additional concerns, we are happy to discuss them further and provide any assistance within our policy guidelines.
  
  Warm regards,
  Kelsey

• Initial Complaint

  Date:01/23/2025

  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.

  Date purchased: January 6, 2025 Purchase price: $2,887.84 I purchased a pair of frames and instead received the glasses case and cleaning cloth, the frames were missing. I do unboxing videos on social media as I am an influencer so I was documenting this unboxing in real time and lo and behold as im recording the video I realize the frames are missing. I reached out to them a few minutes after explaining that theyre missing and I had to email the business three times and threaten them to reach out to the BBB and my credit provider before they emailed me back. They told me to send them different pics and the video I shot and told me theyd get back to me, a week later no response so I reach out them after not hearing for a week and then they send me a video of an employee supposedly packing my package, so what they did was they took my video and tried to replicate the way the box looked and how it was packed to bring on this false claim of them shipping it to try to fraudulently fool me and you guys and not replace or refund my frames. This company has a history of fraud as you can see by the other complaints and this isnt the first time they try to pull something like this. I just want my glasses, I didnt even for a refund at first but now im left with no choice but to demand a refund if they dont send me the missing frames. I am ready to use my social media influence to let prospective customers of the shady business practices at Baltini. Enough is enough. This isnt a pair of ray bans like I explained to them, I paid almost $3000 and didnt receive what I paid for.

  Business Response

  Date: 02/07/2025

  To Whom It May Concern,
  
  We are writing in response to the complaint filed by Jonas *********************** order BAL165200, placed on January 6, 2025, for a pair of frames totaling $2,887.84. We take customer concerns very seriously and have conducted a thorough review of this matter.
  
  Investigation & Findings
  On January 11, 2025, the customer contacted us, stating that the glasses were missing from their package. They provided photos and a video of their unboxing process as supporting evidence.
  
  To ensure accuracy, we investigated the claim in collaboration with our partner boutique. Our boutique follows a standard packaging protocol that includes recording a video of each orders packing process for quality control purposes. Upon reviewing the footage of this specific order, we found key discrepancies:
  
  The boutiques packaging video confirms that the glasses were included in the shipment at the time of packing.
  
  In the customer's unboxing video, the plastic wrap around the case appears sealed, which is inconsistent with our boutiques standard packaging method.
  
  The barcode-labeled plastic containing the glasses is absent in the customers video, whereas our boutiques footage confirms it was present before the package was sealed.
  
  The shipping package showed no signs of tampering or damage, indicating it remained intact during transit.
  
  Chargeback Decision
  Shortly after filing the complaint with us, the customer also initiated a chargeback through Afterpay. We provided the same evidence, including the boutiques video footage, to Afterpay for their independent review.
  
  After careful evaluation, Afterpay ruled in our favor, determining that the chargeback was unwarranted. This decision supports our position that the order was fulfilled correctly, and the item was present in the shipment.
  
  Conclusion & Resolution
  We strive to provide exceptional service and resolve any issues fairly. However, based on the evidence available, we are confident that the order was properly fulfilled. Given that a third-party financial institution has already reviewed the case and ruled in our favor, we are unable to offer a refund or replacement.
  
  If the BBB requires further documentation, including the packaging video, we would be happy to provide it upon request.
  
  We appreciate the opportunity to clarify this matter and remain committed to providing excellent service.
  
  Sincerely,
  ******
  Baltini **************** Manager

  Business Response

  Date: 02/07/2025

  To Whom It May Concern,
  
  We are writing in response to the complaint filed by Jonas *********************** order BAL165200, placed on January 6, 2025, for a pair of frames totaling $2,887.84. We take customer concerns very seriously and have conducted a thorough review of this matter.
  
  Investigation & Findings
  On January 11, 2025, the customer contacted us, stating that the glasses were missing from their package. They provided photos and a video of their unboxing process as supporting evidence.
  
  To ensure accuracy, we investigated the claim in collaboration with our partner boutique. Our boutique follows a standard packaging protocol that includes recording a video of each orders packing process for quality control purposes. Upon reviewing the footage of this specific order, we found key discrepancies:
  
  The boutiques packaging video confirms that the glasses were included in the shipment at the time of packing.
  
  In the customer's unboxing video, the plastic wrap around the case appears sealed, which is inconsistent with our boutiques standard packaging method.
  
  The barcode-labeled plastic containing the glasses is absent in the customers video, whereas our boutiques footage confirms it was present before the package was sealed.
  
  The shipping package showed no signs of tampering or damage, indicating it remained intact during transit.
  
  Chargeback Decision
  Shortly after filing the complaint with us, the customer also initiated a chargeback through Afterpay. We provided the same evidence, including the boutiques video footage, to Afterpay for their independent review.
  
  After careful evaluation, Afterpay ruled in our favor, determining that the chargeback was unwarranted. This decision supports our position that the order was fulfilled correctly, and the item was present in the shipment.
  
  Conclusion & Resolution
  We strive to provide exceptional service and resolve any issues fairly. However, based on the evidence available, we are confident that the order was properly fulfilled. Given that a third-party financial institution has already reviewed the case and ruled in our favor, we are unable to offer a refund or replacement.
  
  If the BBB requires further documentation, including the packaging video, we would be happy to provide it upon request.
  
  We appreciate the opportunity to clarify this matter and remain committed to providing excellent service.
  
  Sincerely,
  Kelsey
  Baltini Customer Service Manager

  Customer Answer

  Date: 02/07/2025

   
  Complaint: 22847297
  
  I am rejecting this response because:

   

  this company has a history of fraud as evident by their BBB profile and reviews online. This business either accidentally/purposely did not send me the frames I paid for. All I received was a glasses case. This company has taken weeks to get back to me and tried to make up a story about plastic wrapping thats how hard theyre reaching. I either want my glasses or a refund. This company cannot keep getting away with these deceitful practices. The customer service is absolutely horrendous. My video is unaltered as I do unboxing videos for my social media channels, THEY DID NOT SEND ME MY FRAMES. Im rejecting this poor response and I demand my frames or a refund. PERIOD.
  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 02/09/2025

  Dear Better Business Bureau,
  
  We appreciate the opportunity to address the customers concerns and clarify our position further. As previously stated, we take all customer inquiries seriously and have conducted a thorough investigation into this matter.
  
  Reaffirming Our Findings
  1. Video Evidence Confirms Proper Shipment:
  Our partner boutique follows a strict quality control process, which includes video recording of the packaging process before shipment.
  The video evidence of this specific order clearly shows that the glasses were included in the shipment at the time of packing and sealed before being sent out.
  
  2. No Evidence of Tampering During Transit:
  The package was delivered intact with no signs of tampering or damage during shipping.
  If an item had gone missing in transit, there would typically be visible damage or unauthorized access to the package, which was not reported.
  
  3. Independent Chargeback Decision Ruled in Our Favor:
  The customer also disputed this order with Afterpay, who conducted an independent review based on the same evidence.
  Afterpay ruled in favor of our company, confirming that the chargeback was unjustified and that the order was fulfilled correctly.
  
  Addressing the Customers Claims
  - The customers response does not introduce any new evidence to contradict our findings.- 
  - The claims regarding our business practices are unsubstantiated personal opinions and do not address the factual evidence presented.
  - While we understand the customer's frustration, we cannot issue a refund or replacement for an item that was properly shipped and verified through both our internal investigation and an independent third-party chargeback decision.
  
  Final Position
  - We stand by our previous response and reaffirm that the order was properly fulfilled.
  - As an additional step, we are happy to provide the video evidence of the packing process directly to the BBB upon request.
  - We consider this matter resolved on our end, as the evidence does not support the claim that the item was missing from the shipment.
  
  We appreciate the BBBs mediation and will remain available for any further clarification.
  
  Best regards,

  ******
  Baltini **************** Manager

  
  

• Initial Complaint

  Date:01/12/2025

  Type:Delivery 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 ordered a pair of size 9 trainers on 25 December 2024. Their product listing suggested UK sizing. But, once the order was submitted, it did not specify UK sizing. I emailed Baltini that day asking them to confirm whether UK or US sizing was used. This query has still not been answered properly. Instead, on 9 January 2025, ***** emailed me stating a UK size 9 equates to an ** size 43. I had not asked that question. In the same email I was asked to advise them how I wish to proceed, indicating I had options.Since Baltini failed to address my simple query, I ordered the trainers elsewhere. Given the order from Baltini had not been shipped, or even fully processed to be shipped, on 9 January, I advised them to cancel the order and issue a refund. On 10 January, I received a reply from ***** stating, Unfortunately, we are unable to cancel your order at this stage as it has already been shipped out. This was clear and unequivocal misrepresentation. The tracking information still showed the order had not been sent or even fully processed to be shipped. I therefore escalated this as a complaint and received a reply from Joy that same day. *** wrote, We also apologize for the incorrect confirmation regarding your order status. To clarify, your order is currently being processed and has not yet shipped. However, referring to the Baltini order and shipping policy, she refused to cancel the order despite the fact the order still hadnt been processed or shipped.Worse still, the legal consequences of their misrepresentation have not been fully appreciated. Shipping is a condition to the contract between Baltini and me. And the misrepresentation in ****** email (10 January) amounts to a breach of contract specifically, a breach of condition. As a result of this breach of contract, whilst I appreciate what the Baltini orders and shipping policy states, this policy no longer applies. I am therefore entitled to have the order cancelled and a refund issued.

  Business Response

  Date: 01/26/2025

  Hello Team,

  We would like to clarify that the customer's order for the ******************** was successfully canceled, and the refund was issued last week.
  
  While cancellations are typically not possible once an order has been placed and processed, we were able to work with our supplier to make an exception in this instance. We hope this demonstrates our commitment to resolving the customer's concerns and ensuring a positive outcome.
  
  Thank you.
  

  Customer Answer

  Date: 01/30/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:10/03/2024

  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.

  Last week, I ordered a very expensive jacket. As I was checking out they suggested I also buy a sweater to go with with. A few days later the sweater arrived but the jacket did not. They responded promptly and said it was just part of the processing and not to worry. The following week they informed me lost the jacket altogether and had no replacements. Instead of refunding me properly, they charged reallocated the shipping cost of $250 to single sweater I did not even want. Never in million years would I have bought this 400 sweater to pay $350 in shipping and taxes. Based on other reviews, this is something the company is know for.

  Business Response

  Date: 10/21/2024

  To the BBB Authorities:
  
  We would like to address the concerns raised in the customers complaint to provide full transparency regarding this issue.
  
  The customer ordered two items from us: the ****** ***** - Cashmere Blazer and the ****** Favonio - Cashmere Cardigan. Unfortunately, the jacket was lost in transit, and we immediately processed a refund for this item, including any shipping, taxes, and duties. The customer wished to return the cardigan, but it was no longer in its original condition (missing tags and packaging), making it ineligible for return as per our policy.
  
  The customer misunderstood that the shipping fee for both items was applied solely to the cardigan. We explained the refund breakdown on multiple occasions and even offered a goodwill discount for a future purchase. However, the customer proceeded to initiate a chargeback, which froze the funds and prevented us from processing any additional refunds. We are still open to resolving the situation, but the chargeback remains active.
  
  To summarize:
  October 2, 2024: We processed a full refund for the lost jacket, including shipping, taxes, and duties. We also provided return instructions for the delivered cardigan.
  October 3-7, 2024: We continued to clarify the refund process and asked for photos to assess the possibility of a return, but the return could not be accepted due to the condition of the item.
  October *****, 2024: We offered a 5% discount as a goodwill gesture, but due to the chargeback, we were unable to process any additional refunds. We are still open to resolving the chargeback issue, but until that is withdrawn, we cannot proceed.
  
  We hope this clarifies the situation, and we remain committed to providing a fair resolution.
  
  Thank you for your attention to this matter.
  
  Best regards,
  ******
  Customer Service Manager
  **********************

  Business Response

  Date: 10/21/2024

  Hello **** and BBB Team,

  I hope this message finds you well. I'm ******, the customer service manager at **********************.
  
  We understand how disappointing it is to have an item lost in transit, especially for a jacket you were excited to receive. Id like to take this opportunity to clarify the situation and address your concerns.
  
  When you placed your order, we unfortunately experienced an issue where the ****** ***** - Cashmere Blazer was lost in transit. As soon as we became aware of this, we refunded you for the jacket, including any shipping, taxes, and duties associated with it. We also provided return instructions for the ****** Favonio - Cashmere Cardigan, which was delivered to you.
  
  We understand there may have been some confusion regarding the shipping costs, and I want to assure you that we did not allocate a $250 shipping fee solely to the sweater. Our records show that all shipping, taxes, and duties related to the lost jacket have been refunded. Regarding the ****** Favonio - Cashmere Cardigan, we attempted to facilitate a return, but our boutique partner was unable to make an exception due to the item no longer being in its original condition (without tags or packaging).
  
  Throughout this process, we remained committed to resolving the situation, even offering a goodwill gesture in the form of a future discount code. However, because your credit card company has now frozen the funds as a result of the chargeback you initiated, we were unable to process any additional refunds.
  
  To summarize:
  October 2, 2024: We processed a full refund for the lost jacket, including shipping, taxes, and duties. We also provided return instructions for the delivered cardigan.
  October 3-7, 2024: We continued to clarify the refund process and asked for photos to assess the possibility of a return, but the return could not be accepted due to the condition of the item.
  October *****, 2024: We offered a 5% discount as a goodwill gesture, but due to the chargeback, we were unable to process any additional refunds. We are still open to resolving the chargeback issue, but until that is withdrawn, we cannot proceed.
  
  We understand this experience has been disappointing, and we want to reassure you that we strive to offer the best service possible. If you would like to discuss the next steps, were happy to assist further.
  
  Warm regards,

  ******
  Customer Service Manager
  **********************

• Initial Complaint

  Date:07/15/2024

  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 pair of *********************************** jeans from Baltini web site. *********************************** (BC) is a high end designer. Upon receipt, the jeans were too big. The BC tag including product information, model #, etc was not attached but stapled to a piece of paper placed through the belt loop. Baltini customer service refused my return stating the jeans were "worn" without proper tag attached. A picture was included. Despite my numerous emails challenging this conclusion, there was no consideration given to my statements. The company has the jeans and has not returned them. There is nothing wrong with the jeans indicating wear.

  Business Response

  Date: 07/17/2024

  Dear BBB,

  Thank you for bringing this matter to our attention. We appreciate the opportunity to address the concerns raised by *********************** regarding their recent experience with Baltini.

  Upon reviewing the details of the case, here is our response:
  The customer purchased a pair of *********************************** jeans from Baltini's website and requested return because of the size does not fit. Our standard return policy stipulates that items must be returned unworn, unwashed, unused, and undamaged. Upon receiving the jeans back, our boutique partner noted that the attached tag was not intact (please check the attached images), and the item appeared to have been worn.
  The customer stated that the jeans were only tried on briefly and based on our return policy, this is not acceptable. We attempted to request photos from the customer to further evaluate the condition of the jeans, but unfortunately, these were not provided, limiting our ability to fully verify the situation independently.
  As a result, our boutique partner has rejected the return of the jeans, and they will be returned to the customer. Please note that in accordance with our policies, a shipping fee will apply for the shipments.

  We understand the customer's frustration and apologize for any inconvenience caused during this process. It is our commitment to provide exceptional customer service, and we regret that we were unable to meet the customer's expectations on this occasion.

  If there are any further questions or if we can provide additional information, please do not hesitate to contact us.
  Thank you for your attention to this matter.

  Regards,

  Baltini

  Customer Answer

  Date: 07/18/2024

  
  
  
  
  
  
  
  
  
  
  Complaint: 21985598
  
  I am rejecting this response because:
  As noted in the photos I have attached, the *********************************** brand has 2 tags: one is the leather one attached to the waist and the other is the paper tag usually attached via the inside label.  Baltini claims the pants were worn (the jeans are styled to appear worn as they are faded) and uses the leather tag on the waist as proof.  What Baltini is not acknowledging is the paper tag they attach is different than the tag from department stores.  It is secured with a green strip of paper that if removed, could not be reattached.  This tag is very obvious and no one could wear these jeans without removing this tag. This tag is intact on the jeans I returned as evidenced by the photo sent to me by the vendor for Baltini.  
  I have 5 pair of *********************************** pats and have attached a picture of the leather tab on the waist of several of these jeans.  The thread attaching the tag is indestructible - it could NOT be torn from just wear.  It looks like the vendor Baltini uses has purposely cut the thread. 
  I am a consumer of designer clothes - Chanel, *******************, etc. - and have no reason economically to order a pair of jeans, wear them, and attempt return. I am a Senior Citizen - not an impoverished consumer looking to take advantage of an online vendor. 
  My case is further supported by the messages on Trust Pilot (around 30 complaints) similar to my complaint - the items are categorized as damaged, worn, etc by the vendor used by Baltini and rejected as returns.  In addition, the BBB rating for this company is an F.  
  Lastly, I do not take photographs of items I order online as I have never had a company reject my return.  I purchase from well known, well respected stores such as Saks, ****** ******.  I purchased these jeans from Baltini because they were not available from my normal stores/personal shoppers. The ask by Baltini that I include photographs of the item when I received it is absurd.and further argues the case this vendor is dishonest. 
  I will not accept the response by Baltini referenced as the response from their vendor - and ask for a full refund of the purchase price.  The jeans are too big - I cant wear them.  The price by Baltini is no lower than sale prices of similar jeans by this designer in major retail stores.  
  If Baltini will not accept my return and refund the price I paid them in full, I will pursue further.  They are taking advantage of vulnerable consumers.  They are not a reputable company. 
  
  Sincerely,
  
  ***************************
  
  (This will alert the business that you are NOT satisfied with their efforts, and you will have an opportunity to provide an explanation.)
  
  

  Customer Answer

  Date: 07/18/2024

   
  Complaint: 21985598
  
  I am rejecting this response because:

  Complaint: 21985598

  
  I am rejecting this response because:
  As noted in the photos I have attached, the *********************************** brand has 2 tags: one is the leather one attached to the waist and the other is the paper tag usually attached via the inside label.  Baltini claims the pants were worn (the jeans are styled to appear worn as they are faded) and uses the leather tag on the waist as proof.  What Baltini is not acknowledging is the paper tag they attach is different than the tag from department stores.  It is secured with a green strip of paper that if removed, could not be reattached.  This tag is very obvious and no one could wear these jeans without removing this tag. This tag is intact on the jeans I returned as evidenced by the photo sent to me by the vendor for Baltini.  
  I have 5 pair of *********************************** pats and have attached a picture of the leather tab on the waist of several of these jeans.  The thread attaching the tag is indestructible - it could NOT be torn from just wear.  It looks like the vendor Baltini uses has purposely cut the thread. 
  I am a consumer of designer clothes - Chanel, *******************, etc. - and have no reason economically to order a pair of jeans, wear them, and attempt return. I am a Senior Citizen - not an impoverished consumer looking to take advantage of an online vendor. 
  My case is further supported by the messages on Trust Pilot (around 30 complaints) similar to my complaint - the items are categorized as damaged, worn, etc by the vendor used by Baltini and rejected as returns.  In addition, the BBB rating for this company is an F.  
  Lastly, I do not take photographs of items I order online as I have never had a company reject my return.  I purchase from well known, well respected stores such as Saks, ****** ******.  I purchased these jeans from Baltini because they were not available from my normal stores/personal shoppers. The ask by Baltini that I include photographs of the item when I received it is absurd.and further argues the case this vendor is dishonest. 
  I will not accept the response by Baltini referenced as the response from their vendor - and ask for a full refund of the purchase price.  The jeans are too big - I cant wear them.  The price by Baltini is no lower than sale prices of similar jeans by this designer in major retail stores.  
  If Baltini will not accept my return and refund the price I paid them in full, I will pursue further.  They are taking advantage of vulnerable consumers.  They are not a reputable company. 
  
  Sincerely,
  
  ***************************
  
  (This will alert the business that you are NOT satisfied with their efforts, and you will have an opportunity to provide an explanation.)
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 07/19/2024

  Hello, BBB and *****,
  
  This is ******, Baltini's **************** Manager.
  
  Thank you for bringing this matter to our attention and giving us the opportunity to address the customer's concerns in further detail. We sincerely regret any frustration and inconvenience this situation has caused.
  
  Upon a thorough review of *****'s case and the detailed information provided, we understand the depth of the concern regarding the return of the *********************************** jeans. We acknowledge the customers experience and the points raised, especially about the tagging and condition of the jeans.
  
  We genuinely strive to provide the best service and quality products to all our customers, and it is never our intention to cause any dissatisfaction or inconvenience. Given the circumstances and the customer's longstanding history as a consumer of designer items, we would like to clarify a few points and propose a way forward:
  
  1. Tagging and Condition: We appreciate the customer's explanation regarding the tags and understand that high-end items often come with specific tagging and packaging. It seems there might have been a misunderstanding or miscommunication regarding the condition in which the jeans were returned. We do not intend to question the integrity of our valued customers and regret that our standard procedures may have caused distress.
  
  2. Customer's Experience: We recognize and respect the customer's extensive experience with purchasing designer goods and understand the expectations associated with such purchases. We apologize if our return process did not align with these expectations and caused any inconvenience.
  
  3. Trustpilot and BBB Reviews: We take all feedback seriously and continuously work on improving our services. We are aware of the complaints on Trustpilot and are actively working to address and resolve each one to prevent future occurrences.
  
  Proposed Resolution:
  To resolve this matter amicably and restore the customer's confidence in our services, we are willing to make an exception in this case:
  - Full Refund: We will issue a full refund for the purchase price of the *********************************** jeans, including any shipping fees incurred by the customer.
  - Return Shipping Fee Waived: The customer will not be responsible for the return shipping fee.
  
  We have also sent ***** an email about this proposed solution and is waiting for her response.
  
  We hope this resolution demonstrates our commitment to customer satisfaction and reassures the customer of our dedication to providing high-quality service.
  
  We appreciate the customer's patience and understanding and are eager to resolve this matter to their satisfaction. Should there be any further questions or if additional assistance is needed, please do not hesitate to contact us directly.
  
  Thank you for your attention to this matter.
  
  Warm regards,
  ******

  Customer Answer

  Date: 07/20/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:05/29/2024

  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.

  On 5/19/2024 I placed an order from baltini, order BAL133418. When I received the item upon inspection there were clear defects (mini tears along the sleeve). Within the hour of inspection I emailed baltini to which they requested multiple pictures. I took the requested pictures (one specifically asking of the designer's model name tag). They said they would do an investigation. Today, 5/28/2024 I receieved a response stating they attached pictures of the jacket before shipment stating the condition was good before shipment. However, the pictures they sent were not my jacket as their pictures did not include the designer tag; the very same tag they requested me to take a picture of. Not only did they say I'm subject to the return policy from their "thorough" investigation, they're committing fraud by using a different item falsifying the condition of what was shipped.

  Business Response

  Date: 06/10/2024

  Hello BBB Team,
  
  This is ******, Baltini's **************** Manager.
  
  Thank you for bringing this matter to our attention. We appreciate the opportunity to address the concerns raised by the customer regarding their recent purchase from our platform.
  
  I'm sorry for the inconvenience the customer experienced with their order *********, placed on 5/19/2024. Customer satisfaction is our top priority, and we take any claims of defects and service issues very seriously.
  
  Upon receiving the customer's complaint about the mini tears along the sleeve, my team promptly requested multiple pictures to conduct a thorough investigation. The customer provided the requested images, including the designer's model name tag, which we reviewed carefully.
  
  Our internal investigation involved comparing the pictures provided by the customer with our pre-shipment images. There was a misunderstanding regarding the designer tag, which led to the confusion about the condition of the item before shipment.
  
  Since this is the customer's first purchase with us, we decided to resolve this issue amicably. My team offered a 10% reimbursement of $123.10 for the customer to keep the item. The customer has accepted this resolution, and we consider the case resolved satisfactorily.
  
  We assure you that Baltini operates with integrity and transparency. We take allegations of fraud very seriously and are committed to ensuring that every customer receives the quality and service they deserve. We appreciate the customer's feedback, which helps us improve our processes and prevent similar issues in the future.
  
  Thank you for your understanding and for allowing us the opportunity to address this matter. Should you require any further information or clarification, please do not hesitate to contact us.
  
  Warm regards,
  
  ***************************
  **************** Manager

• Initial Complaint

  Date:03/26/2024

  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 ordered number: BAL123906, for pair of SAINT LAURENT SANDALS -shoes size 41 upon the shoes arriving I performed inspection of the shoes and notice that the heels of both shoes was defected/damaged. Not sure if it was damage that the vendor or shop attempted to cover or repair or what. Nonetheless both shoes heel has something going on with it. Therefore I reached out to obtain a solution (i.e. full refund) as I was under the impression that the shoes where to be brand new shoes i.e. Never Worn before, i.e. Brand New Shoes, meaning no heel damaged Saint ******* Sandals.

  Customer Answer

  Date: 03/26/2024

  I requested to return the shoes back in the same condition as I received them (meaning I will be retuning the shoes in the same defected/damaged condition the shoes were shipped to me. I requested for Baltini to send me a return label for the shoes as I did not agree to purchasing damage shoes. I paid $463 for a pair of shoes in new condition; non-damaged heels or imperfection heels. 
  
  Upon receiving the shoes, I inspected the shoes and once I seen the condition of the shoes, I placed the shoes back in the original box. I sent an email even included pictures of damages/defected shoes. Originally, I did not send a picture of the entire shoe as I instantly send a picture attempting to capture the damaged heel area.

  Nonetheless, If you zoom into the picture that Baltini sent to me you can see the heel of the shoes are damage/defected. The pictures Baltini emailed me as well as the pictures I originally sent of the heels displays the exact same defected/damaged heels. For the record, I highlighted the damaged heels on the pictures Baltini sent me via Monday, March 25, ******************************************** attachment.
  
  I requested for a full refund. As I followed the return policy and reached out as soon as I received the shoes. I inspected the shoes and requested to return the shoes within the 14-day return period. However now Baltini is refusing to provide me with return label. Delaying or preventing me from returning damaged/defected shoes they shipped to me. 

  Per laws companies including Baltini are required to provide refunds for defective products, or misleading adverting, or for failure to deliver promised services.

  Business Response

  Date: 04/11/2024

  Hello BBB team,
  
  Thank you for bringing this matter to our attention. We appreciate the opportunity to address the concerns raised by the customer regarding their recent purchase from our platform.
  
  After careful review of the customer's complaint and the evidence provided, we have thoroughly investigated the circumstances surrounding their request for a return. Our findings indicate that the shoes in question were received by the customer in the condition described, consistent with the specifications provided by the manufacturer, Saint *************************** Baltini operates as a marketplace connecting customers with boutique partners, we facilitate transactions and customer service, but we do not directly control the manufacturing process or standards of the goods sold. In this instance, our boutique partner, who specializes in luxury goods and has extensive knowledge of the products they sell, has verified that the item is not considered defective within the context of Saint ******** quality parameters.
  
  While we understand the customer's disappointment, we are unable to ***** a full return based on the information available. However, we remain committed to providing a satisfactory resolution. As a gesture of goodwill, we offered the customer a partial reimbursement to retain the item on March 27, 2024, but we have not heard back from the customer.

  We believe this resolution demonstrates our commitment to customer satisfaction and our willingness to address any concerns that arise.
  
  Thank you for your attention to this matter. Should you require any further information or clarification, please do not hesitate to contact us directly.

  Customer Answer

  Date: 04/17/2024

   
  Complaint: 21488145
  
  I am rejecting this response because:  Per Baltini policy they accept returns within 14 days of receipt of items.  Upon receipt of damaged/defected Saint ******* YSL shoes (less than 14 days of receipt) I sent Baltini an email along with pictures of damaged/defected shoes, requesting labeling to return the shoes.  
  
  Baltini refuse to provide return label.  Citing via email Regrettably, we must inform you that our boutique is unable to accept the return in its current condition as it does not meet the criteria of being in its original state  and "Unfortunately, it is with regret that we notify you that the returned item cannot be accepted at our boutique in its current state, as it fails to comply with the requirement of being in its original condition.   
  
  Nonetheless, ******* shipped me shoes in that same exact shoe in that current damaged defected condition.  I was returning the shoes in the exact same orginal condition the shoes were shipped.  I agreed to purchase shoes that where adverted as brand new i.e. never worn before, with no heel damage, no tip damage, no manufacture defects not shoes with heel damaged.  I was not pleased with the shoes, the heels nor the tips on the shoes. Since the shoes were shipped defected/damaged I requested a full $463 refund. 
  
  I continue requesting for a full refund (please see emails, and correspondence, request).  As I followed the return policy and reached out within the 14-day return period.  However Baltini refuse to honor their policy by not providing me with return label. Delaying or preventing me from returning damaged/defected shoes.  Yet their policy does not mention Baltini sending customers defected items.  Per laws companies including Baltini is required to provide refunds for defective products, or misleading adverting, or for failure to deliver promised services. 
  
  I did not agree to purchase damage/defected shoes nor do I agree or willing to accept Baltini offer "5% ($21.75) reimbursement.  Meaning I refuse their 5% reimbursement insult offer.  
  
  Sincerely,
  Princess *********

  Business Response

  Date: 05/28/2024

  Hello BBB team,
  
  Thank you for bringing this matter to our attention. Please check our attachment, which is our boutique partner's statement about the order the customer received. We appreciate the opportunity to address the concerns raised by the customer regarding their recent purchase from our platform.
  
  After thoroughly reviewing the customer's complaint and the provided evidence, we have investigated their return request. Our findings indicate that the shoes were received by the customer in the condition described, aligning with the specifications from the manufacturer, Saint ****************** Baltini operates as a marketplace connecting customers with boutique partners, we facilitate transactions and customer service but do not directly control the manufacturing process or quality standards of the goods sold. In this case, our boutique partner, who specializes in luxury goods, has verified that the item meets Saint ******** quality parameters and is not considered defective.
  
  While we understand the customer's disappointment, we are unable to ***** a full return based on the information available. However, we were committed to providing a satisfactory resolution and have offered the customer a partial reimbursement as a gesture of goodwill.
  
  We believed this resolution has reflected our commitment to customer satisfaction and our willingness to address any concerns although the results were not as expected.

  Additionally, we would like to provide an update that the customer has filed a chargeback for the order and the bank has sided with her. We would appreciate if you could understand from our perspective, and resolve this complaint on your end.

  Should you require any further information or clarification, please do not hesitate to contact us directly.

  
  

  Business Response

  Date: 05/28/2024

  Hello BBB team,
  
  Thank you for bringing this matter to our attention. Please check our attachment, which is our boutique partner's statement about the order the customer received. We appreciate the opportunity to address the concerns raised by the customer regarding their recent purchase from our platform.
  
  After thoroughly reviewing the customer's complaint and the provided evidence, we have investigated their return request. Our findings indicate that the shoes were received by the customer in the condition described, aligning with the specifications from the manufacturer, Saint ****************** Baltini operates as a marketplace connecting customers with boutique partners, we facilitate transactions and customer service but do not directly control the manufacturing process or quality standards of the goods sold. In this case, our boutique partner, who specializes in luxury goods, has verified that the item meets Saint ******** quality parameters and is not considered defective.
  
  While we understand the customer's disappointment, we are unable to ***** a full return based on the information available. However, we were committed to providing a satisfactory resolution and have offered the customer a partial reimbursement as a gesture of goodwill.
  
  We believed this resolution has reflected our commitment to customer satisfaction and our willingness to address any concerns although the results were not as expected.

  Additionally, we would like to provide an update that the customer has filed a chargeback for the order and the bank has sided with her. We would appreciate if you could understand from our perspective, and resolve this complaint on your end.

  Should you require any further information or clarification, please do not hesitate to contact us directly.

  Customer Answer

  Date: 06/02/2024

   
  Complaint: 21488145
  
  I am rejecting this response because:  The shoes were shipped defected/damaged as a result I requested a full $463 refund.    However Baltini offered me an insulting 5% ($21.75) reimbursement credit.  Something I did not agree to; nor do I accept such insult.  Per Baltini return policy, they accept returns within 14 days of delivery (Item must be in original condition). I was sending the defected/ damaged shoes back in the same original condition as received (meaning I will be retuning the shoes in the same defected/damaged condition the shoes were shipped to me.  I requesting a return label to return the shoes.  I did not agree to purchasing damage shoes as I paid $463 for a pair of shoes in new condition; non-damaged heels.  Not a $21.75 refund.  That was an insult in itself.

  The pictures Baltini sent to me one could see the heel of the shoes were damage/defected.  As well as the pictures, I originally sent; and the pictures heels were the same (i.e. defected/damaged).   I followed the return policy and reached out as soon as I received the shoes.  I inspected the shoes and requested to return the shoes within the 14-day period.  However Baltini refused to provide me with return label.  Per laws companies including Baltini is required to provide refunds for defective products, or misleading adverting, or for failure to deliver promised services.   My position remain the same, disappointed and not satisfied with defective/damaged items that was shipped to me. 
  
  Sincerely
  

  Business Response

  Date: 06/18/2024

  Hello BBB Team,

  As mentioned in our previous response, the customer has filed a chargeback for the order, and the bank has sided with her. Hence, this case is closed in favor of the customer, who is still keeping the order.

  We would appreciate it if you could reassess from our perspective, and resolve this complaint on your end.
  

  
  

  Business Response

  Date: 06/18/2024

  Hello BBB Team,

  As mentioned in our previous response, the customer has filed a chargeback for the order, and the bank has sided with her. Hence, this case is closed in favor of the customer, who is still keeping the order.

  We would appreciate it if you could reassess from our perspective, and resolve this complaint on your end.

• Initial Complaint

  Date:03/20/2024

  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 purchase from baltini.com ********************* sneakers in size ** 9 which is US 10 listed on their online store, instead received them in size ** on 3/18/24.Same day I applied for return since as per their return policy the purchased item must be returned in 14 days from the day is was received.I provided requested in email from their returns department pictures of the wrong size sneakers I received, the front, back, side of sneakers as received in the box, the shoe box with original price /size stickers, what else was in that box and no invoice/receipt in the baltini.com shipping box.Returns emailed me that $35 would be taken from me regardless that it was baltini.com fault with wrong size.And on a top of it instead of providing me RMA and shipping label to return the wrong item **** from the Returns emailed me that no return label would provided - until they communicate with somebody else he named as partner though I purchased form baltini.com and there is nothing about it in their Returns policy - in essence refusing to accept their wrong item and refund my money - $374.53 Today, 3/19/24 I refused to accept DHL delivery of my other order # BAL125107 for purchased sneakers of the same designer ********************* in ** 9 having bad experience with my previous order refused to be accepted by baltini.com, I paid $365.82 for this order and emailed to baltini.com request to refund my money for that order.There was no response to that email so it means that baltini.com refuses to return my money.Attached is email from DHL that delivery was not accepted.I want my total of $740.35 of 2 orders to be refunded.

  Business Response

  Date: 04/11/2024

  Hello BBB Team,

  We appreciate the opportunity to address the complaint submitted by our customer regarding their experience with **************************, specifically concerning the purchase and return of ********************* sneakers.
  
  Upon receiving the complaint from the customer on March 19, 2024 for order #*********, we immediately conducted a thorough review of the transactions and correspondence related to the orders mentioned. Our goal at Baltini is to ensure customer satisfaction and adhere to our stated policies, while also understanding and rectifying any deviations that *** occur.
  
  Regarding the first order received on March 18, 2024, where the sneakers were not in the expected size, we acknowledge the oversight in the listing of the product's size. Our standard procedure for returns due to errors on our part includes waiving return shipping fees and ensuring the customer is not financially penalized for the mistake. 
  
  Concerning the provision of a return merchandise authorization (RMA) and shipping label, it is standard practice for us to review the situation with our boutique partners to verify and address the error. This process was not meant to delay or refuse the return but to ensure the correct steps were taken to rectify the mistake swiftly. We apologize for any miscommunication in this regard and the perception that we were refusing to accept the return.
  
  For the second order (#BAL125107), which the customer preemptively refused delivery on March 19, 2024 due to concerns raised from order #BAL125049, we understand the hesitation and the request for a refund. Although our team aims to respond promptly to all inquiries, it appears there was a delay in our communication, for which we sincerely apologize.
  
  We would like to update here that we issued a full refund to the customer for both orders totaling $740.35 on March *****, 2024. In addition to the refund, we have reached out to the customer directly to express our sincere apologies for the inconvenience they experienced. As a gesture of goodwill and appreciation for their patience, we have offered them a future discount code to use towards their next purchase on our platform.
  
  Our team is committed to continuously improving our processes and customer service standards to prevent similar issues from occurring in the future. We value the feedback provided by our customers and are dedicated to ensuring their satisfaction with every interaction.
  
  Thank you for your attention to this matter, and please do not hesitate to reach out if you require any further information.

  Customer Answer

  Date: 04/12/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************