ComplaintsforPrada

• Initial Complaint

  06/10/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  i placed an order 4/22 order # *******************. it was signed for by someone i dont know, did a claim with **** its now over a month, was supposed to be issued a refund ** 6/10. i keep getting the run around & now its 6/10 and i still have nothing!!!

• Initial Complaint

  06/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a Prada sling back shoe for $1219.00 on 4/19/22. I tried the shoe on, and realized it was too small. I found a bigger size in a Prada store in *********, which I ordered on 4/27/22. I set up a return of the original shoe on 4/29/22, and returned the shoe to *** the same day. Prada customer service confirmed receiving the shoe during a phone call on 4/5/22. The representative said I would receive a refund within 10 business days. It has been 25 business days. I still have not received a refund. I was given three different dates that my money would be returned during three different phone calls. Each time my money was not returned and no one communicated the reason to me. I asked to speak with a supervisor three times, no supervisor has reached out to me ever. I emailed ************************************************** on 5/3/22. I did not receive a response. Since then Ive called three times, each time the customer representative says they will escalate the issue. One assured me that she would email me but she never did. I have documented my experience with Prada and have kept record of each interaction. It is not fair for Prada to not follow there own return policy with no explanation or regard for their customers. I hope you can help me BBB.

• Initial Complaint

  05/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On 4/26/22 I ordered a leather jacket size 38 from *********. My order number was ******************* . It arrived, and I tried it on. I loved it, but it felt a smidge small so on 5/2/22 I ordered the same jacket one size larger (size 40) to compare. My order number for that was *******************. When the size 40 arrived, I preferred the way it felt so I decided to keep the larger jacket and return the smaller one. I placed the size ***************************************************************** with all the proper paperwork. On 5/16 I received the size 38 jacket back from Prada with a paper stating that the return could not be accepted because it was not returned in an unworn state with the original packaging. This statement is a complete lie. The jacket was out of its box for maybe 10 minutes. I took great care when packing it to be shipped back. Prada did not include any evidence because it did not exist, nor did they point out any specifics that would lead them to their decision. On 5/18/22 I wrote to Prada ****** Services stating the above and they wrote back to me the same day. Their email response is below:Prada **** ******************** *** **** **** *** **** ***** *** *** ****** *** **** ** ***** **** ********** **** ***** *** ***** ** ***** ***** **** ************* *** **** ** ******** *** **** ** **** *** ********* *** ******* **** ******* ************** ** **** **** ** ******* *** ******** *** ********** **** ******* ** ***** **** ** ****** *** **** ** **** ********* **** **** ** *** *********** ********** *** **** ** *********** ******* ** *** **** *** ********* ******** **** ************* ****** ******** It is now 5/28 and I have heard nothing. I need a return shipping label, a refund, and an apology. This is completely unacceptable. Someone who receives returns at Prada is blatantly lying and this needs to be looked into and handled. What should have been a joyful, exciting experience has been ruined.

  Customer response

  06/27/2022

  Better Business Bureau:
  
  At this time, I have not been contacted by PRADA USA Corp. regarding complaint ID ********.
  
  Sincerely,
  
  *********************
  

• Initial Complaint

  05/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In December I received a pair of Monolith boots as a gift from a friend. On the first wear, the strap containing the pocket snapped on of the boots and the pocket was lost. I went to the Rodeo store where the boots were purchased and the employee by the name of *** assured me that someone will contact me to facilitate a replacement of the part. No one ever contacted me, I called the store over *************************************************************** After getting absolutely nowhere because they don't answer their phone and dodge you once they know you're ***et I went the ********************* location and spoke with the manager ******* (I provided purchase receipt and the original packaging on both occasions), he assured me that the replacement part will be ordered and it will take 3 months and he will let me know when it comes in. 3 months came and went, ******* is not responding to my follow *** regarding this issue (i see him reading the texts and not responding) I tried calling the store at different times but no one ever answers and the call gets disconnected). I just want this issue fixed and there seems to be absolutely no way of doing so as reaching out to the corporate CC number is pointless as they just send an email to the sore where they have no intention of actually helping you. I can't believe a luxury brand would treat their customers this way. If you sell a poorly made product, be prepared to remedy the situation.

  Customer response

  06/10/2022

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding PRADA USA Corp. has been resolved by the store directly. 
  

  (By clicking "OK", your complaint will be closed as Resolved.)

  
  Sincerely,
  
  ****** ********

• Initial Complaint

  03/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Here's my situation:1. On January 13, 2022, I ordered Prada Rev ******* High-Top Sneakers, *********** **** **** (total: $1,131.38)2. I receive an order confirmation the same evening: ************ 3. The same day, January 13, 2022, I received an email stating that my order had been shipped. Tracking number ****************** 4. *** tracking shows that the package departed from a Prada facility at 9:16pm on 1/13/2022 and eventually arrived at my door on January 19, 2022 at 4:07PM.5. After opening the package later that evening, I tried on the shoe on the right foot and confirmed that the shoes were too big for my foot. I further decided that I didn't like the style and NEVER took the left shoe out of the box.6. Prada's own internal email records will show that at 11:10pm on January 19, 2022, I submitted a return request. I received confirmation of my return request with instructions on how to return the shoes.7. The very next day, January 20, 2022, *** Tracking records does show that I dropped off the shoes at a *** store: Tracking number ****************** 8. *** Tracking records show that the shoes were delivered to Prada's ******************** facility on January 26, 2022 at 11:08am 9. On February 10, 2022, I received an alert from *** that Prada was sending a package to my home. Tracking number ****************** 10. On February 15, 2022, the package was delivered with a letter denying the return due to a policy of the shoes being worn/defective.From my own examination of the shoes, I can certainly see that they look to be worn and have red pencil-type marks on both shoes. However, I NEVER WORE THE SHOES nor would I EVER purposely deface a shoe with a red pen. Again, I only tried on the right foot shoe before deciding to return the shoes. I am convinced that I was initially sent defective/worn/defaced shoes and I am now being penalized for not fully examining them prior to sending them back for a full return. Prada has impugned my integrity.

  Business response

  03/25/2022

  Dear Analyst Done,
  
  We reviewed the matter and on March 22, 2022 we attempted to reach ************** via telephone to inform him that we will be issuing a refund for this merchandise.On the same day a return label was e-mailed to **************, and once we receive the merchandise a refund will be processed.
  
  Sincerely,
  Prada ****** Services

  Customer response

  03/25/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution (as of March 25, 2022) is satisfactory to me. Once I have the actual refund credited to my account, I will conclude the matter as resolved. I sent the merchandise back to Prada on Wednesday, March 23rd and the *** tracking shows that they received the merchandise on Thursday, March 24th. As of today, I have not (yet) received the refund.

  I will certainly follow back up with this complaint should the business not provide the refund they've agreed to.

  Much appreciate the support and submittal of my complaint to the business.
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  01/26/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  To whom it my concern, my name is *******************.I purchased the Prada Re-Edition **** Saffiano leather bag (Cameo Beige) on 4/19/2021,for $2,144.23.My purchase was made by phone through Prada client services, at the time of placing my order I asked about the durability/quality of the leather,I was assured by the representative that this was a extremely durable leather,a little after a month of the purchase I noticed the leather on the bag started to peel,crack,tear.I reached out by phone to Prada explaining what happened to the bag &asked for a refund,I emailed photos of the damage to prada multiple times,while waiting for a supervisor.I took the bag to Prada boutique in ********* **, on10/30/2021 to get a refund. I explained everything to the employee at the Prada boutique,I was told they must send out the bag for repair/ inspection before they can issue a refund,Nov,Dec, I continued to reach out to Prada via email& phone ,still no answer.1/11/22 I called Prada boutique in *********,spoke to ******* store manager, she informed me the handbag was being shipped to them, next day she sent me photos of the handbag stating is was repaired and I can pick it up,the pictures still showed the same damage and nothing was repaired. I explained to her Ive asked for a refund from the first day due to the handbag being faulty and I was lied to about the durability/quality of the leather. ******* stated in a text Unfortunately I'd offer a replacement but the same issue will end up occurring In many of our saffinao leather bags'' ******* stated she was going to reach out to corporate &request a refund,on 1/20/2022 **** from corporate called,she offered a exchange,I explained everything to her,she stated she going to reach out on my behalf to issue a refund, on 1/24/22, I received a email from **** offering a exchange,stating they will not be issuing a refund. Clearly I was lied to by the client services representative when I purchased the handbag just so prada can make a sale.

  Business response

  02/09/2022

  Dear ******* *****
  
  On January 27, 2022 PRADA issued an overnight return label to our ********* boutique so that the item could be shipped back to the store that fulfilled the order, which is in Short Hills, **. We can confirm that the handbag in question was received, and a refund was processed on February 1, 2022.
  
  ************* was contacted twice via telephone, the first on January 27th to inform her that the refund process had begun, and the second on February 1st when the refund was completed.
  
  Based on the above, we consider the issue resolved and the matter closed.
  
  Sincerely,
  Prada ****** Services

• Initial Complaint

  11/23/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered two very similar bags and ended up returning them because I didn't like them. As you can see in the video link below, they are in pristine condition. I never wore the bags and only tried them on a few times at home. I decided I did not want them and sent them back in less than a week.*********************************** As you can see in the video, they are in their original condition. This was exactly how they were sent to me. In the video, they have all the dust bags that they came with, security tags, tissue, authentication cards.I was shocked they rejected the return! Now I am out $3000 for two identical bags. I online shop all the time and have never had something like this happen to me. I was sent this email below, but as you can see in the video, all the original dust bags and return tag are on the bags. Additionally, there's no way I could have worn the bag with tissue paper taped to it or return tags on it!If I damaged or wore the bags in any way I would understand them rejecting the return. but that simply isn't true. As you can see in the video, the dust bags and return tag is there, and they were not worn. I am just shocked, dismayed, and heartbroken.I've ordered from ***** ******** ***** and ****** online and never had an issue. Not even from a store like ******* **. I thought I'd be getting a deal by trying to buy a Prada bag. Instead I just feel fleeced.

  Business response

  12/08/2021

  Dear ******* ******,
  
  We have researched this matter, and determined that the order was placed on October 13th and received by ************** on November 2nd. On November 11th ************** returned the items, and on November 18th the return was rejected as both products were not returned in their unused and original conditions. The evidence used to make this determination is as follows:the two (2) items were returned packed inside one dust bag together, the return tag was not included, and there were visible worn areas.
  
  Based on the above information, we are unable to issue a refund.
  
  Sincerely,
  Prada ****** Services

  Customer response

  12/09/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Although both bags were placed in the same dust bag, both dust bags were enclosed. Furthermore, the items were clearly not worn/used and were returned with all tissue wrapping/return tags they were sent out with, as you can see* *********************************** . Prada has both my money and my merchandise. What they are doing is clearly fraud. They also have a history of violating their own return policy and denying returns under false pretenses. *************************************************************************************************************************]

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***********************
  
  
  
  
   
  

  Business response

  01/20/2022

  Dear ******* *********,
  
  As we stated in our previous response, we made the decision to accept the return and issue a refund to **************.
  
  At this time we consider this matter resolved.
  
  Best,
  Prada ****** Services

  Customer response

  01/21/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [They put me through the ringer - They put me through so much stress. They only changed their minds after a dispute had been decided in my favor by my credit card company. 

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***********************
  
  
  
  
   
  

*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. ↩