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Business Profile

Fashion Designers

Marc Jacobs International, LLC

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Fashion Designers.

Complaints

Customer Complaints Summary

  • 206 total complaints in the last 3 years.
  • 18 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:09/28/2022

    Type:Delivery Issues
    Status:
    Resolved
    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 placed an order on September 11 ***** for the small tote bag, order number *************. On the email it does state that it could take up to 7 days to ship. On the 10th business day I sent an email to their 3rd party customer service asking where my purse was and I just received a generic email back saying "due to large volume of orders your order has not shipped yet, we expect your order to be processed in the next couple of says" then the next day I received an email from a different marc ******************** customer service saying we will update you in a week. Today 13 business days after I placed my order, I received another email giving me 15% off my next purchase. I will never be using it as I am never ordering from them again. I called their customer service and the lady I spoke with said that she could bot even look at my order as it was "Interntional" and that I need to contact the 3rd party. customer service. I told her I already have, and I am not getting any responding in regarding my order just generic copy and pasted responses. I want to know when I will receive my purse, this was over $600. I should not be waiting almost 3 weeks for it just to be processed and shipped. I need someone to tell me what is going on with my order.

    Customer Answer

    Date: 10/05/2022

    Better Business Bureau:

    The day I submitted my complaint on the BBB website I received a notification about 3 hours later from ******************************* stating that my purse had shipped. I received it today, about a week later.

     

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

    Sincerely,

    *********************************



     


  • Initial Complaint

    Date:09/28/2022

    Type:Product Issues
    Status:
    Unanswered
    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 returned a defective bag through *** on 8/25/22. It was received and signed for by someone named ***** at their warehouse. They STILL have not refunded my money. I was told 3-5 more days three different times and now they wont answer the phone or emails. It was their fault the bag was messed up. I sent pictures, they apologized then gave me instructions to return. This is not right. My order number is ********.

  • Initial Complaint

    Date:09/27/2022

    Type:Product Issues
    Status:
    Answered
    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 mini traveler tote from the Marc ********************** Website on 08/20/22. It took some time to get to me, which I understood may happen. As it was my tenth wedding anniversary which I had purchased the bag for, I had to buy one from Nordstrom instead as the one ordered from the website would not be in on time. When I did eventually receive the bag, I opened the box, and saw that the bag was too small. I didn't even take it out of its bag. I grabbed the return slip that is on the bottom half of the invoice I received. I kept the top half with all of my order information. My husband shipped it out *** the next day. Some time had gone by and I decided to check on my return. That was the first call. I couldn't get anyone on the phone, so I decided to email. They created a case number which was ******** on September 2nd. I sent another email on 9/15/22. Since that time, I have been emailing with them back and forth. The last email from me was sent on 9/21/22, I have not heard back any answer with that email. The only response I receive is that it has not been returned to the facility yet. I have tried calling them on four different occasions, I am now on hold with them and its been around 20 minutes. They are saying that they still haven't received it. I am now out almost $300, and after looking at reviews about not ordering from the website I should have just bought it in the store.

    Business Response

    Date: 11/06/2022

    ******** ** **** ****** ******** ****** ** ****************** **** ***** ********* ** *****


    *** ********

    Dear Sir or Madam:

                This letter is regarding the complaint filed by against ******************************* |Official Site a website that Radial, a bpost company maintains and operates.

    We investigated ******************************* concerns and found that her order ******** placed on 8/20 was credited on 10/19/22 in the amount of $293.22. This is outside of our normal timeline, and we do apologize for the delay.

    We hope this has resolved all concerns involved with this order.

    Thank you for your assistance in this matter and for helping us to expedite the resolution process.




    Sincerely,



    ****************
    Brand Specialist
    ***** ************
    Radial, a bpost company

  • Initial Complaint

    Date:09/27/2022

    Type:Order Issues
    Status:
    Answered
    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 placed an order on the Marc ******************** website, almost a month ago, Order number: ********. The order was supposed to be shipped within 2-3 business days. I never received a shipping confirmation so I contacted the company. I was told there was an issue with moving warehouses and they could not tell me when my order would be shipped. I was also told they were allowing customers to cancel orders because of this.. I subsequently called back I still havent received either refund or email of my order being shipped. I also emailed the company and the response was they were researching my order. What does that even mean? I then received an email stating they could not process my order due to industry wide supply chain constraints. I have requested a cancellation and refund over 5 times now and still havent gotten it. I just want my money back or my hand bag!!!!! PLEASE HELP!!!!!!! I will never purchase another ******************************* brand ever again. How horrible that this company is scamming people.

    Business Response

    Date: 11/06/2022

    ******** ** **** ****** ******** ****** ** **** **** ****** **** ***** *** ***** ** ***** *** ********

    Dear Sir or Madam:

                This letter is regarding the complaint filed by against Marc Jacobs | Official Site a website that ******, a bpost company provides customer service for.

    We investigated Michael Cole’s concerns and found that the order ******** placed on 9/1 was cancelled per their request and the after-pay account charged was credited.

    We hope this has resolved all concerns involved with this order.

    Thank you for your assistance in this matter and for helping us to expedite the resolution process.




    Sincerely,


    ****** ** ***** ********** ***** ** ********** ******* * ***** *******






    Tell us why here...

  • Initial Complaint

    Date:09/27/2022

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    Purchased a purse (#1 ) from retailer online on 8/8/2022 after receiving I called to exchange purse . Was told to return purse and start new order on purse (#2 ) I wanted to exchange for. Purse (#2) was ordered paid for and delivered with no issues. Purse (#1) was returned and received by retailer on 8/23/2022 credit for purse(#1) in the amount of $433.51 has NOT been issued. Called customer service numerous times to inquire about my credit. Every call ended with service rep. stating that a delay in crediting returns was the problem, and ( case # ******** ) was issued.

    Customer Answer

    Date: 10/24/2022

    Better Business Bureau:

    At this time, my complaint, ID ******** regarding Marc Jacobs International, LLC has been resolved.

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


    Sincerely,

    *******************************

  • Initial Complaint

    Date:09/22/2022

    Type:Delivery Issues
    Status:
    Answered
    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 placed an order way over a month ago. Says delivered I never got it. Opened up a claim to get my money back, it's been way over the 2 weeks they said. Aren't even answering anymore, my package was NOT located and I still won't get my money back!!!!! Beyond furious. Will never order from here again.

    Business Response

    Date: 10/09/2022

    ****** ******** ****** ** ********************************************************************************** ***** *** ********

    Dear Sir or Madam:

                This letter is regarding the complaint filed by against ******************************* |Official Site a website that Radial, a bpost company maintains and operates.

    We investigated ************** concerns and found that her order ******** placed on 8/7 was credited on 10/7/22 in the amount of $186.59 after our investigation was completed.

    We hope this has resolved all concerns involved with this order.

    Thank you for your assistance in this matter and for helping us to expedite the resolution process.




    Sincerely,



    ****************
    Brand Specialist
    Level 3:Escalation
    Radial, a bpost company

  • Initial Complaint

    Date:09/20/2022

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    Hi ordered a tote bag August 23 from Marc ********************** and I did it through Afterpay, I never received the tow bag and every time I call regarding the purchase I was just given the runaround so now Im at a point where I just want to cancel it and Im still paying for this bag to at the pay and I cant even seem to cancel it every time I call they tell me someone will get back to me and its just becoming a little overwhelming now, I was giving a tracking number from them that always comes up as no information available, I call **** ********************** and spoke to a representative by the name of ********* and was given case number ******** for a refund that I never received, I called back and spoke to a supervisor by the name of ****** and was given case number ********, this was September 9, I called again and was given another case number by a representative by the name of ***** and was given case number ********, and everyone says that they are looking into it, it may take up to 14 days, nothing is happening. I tried to cancel because After pay is still taking money for this item that I never received. I have sent emails that I will attach and no one responds, I dont know what more to do, I even called the retail store and was told they are having issues with the warehouse. In my email I mistakenly said the item was purchased August 29, but it was August 23, thank you so much

    Customer Answer

    Date: 10/15/2022

    Better Business Bureau:

    At this time, my complaint, ID ******** regarding Marc Jacobs International, LLC has been resolved.

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


    Sincerely,

    ***************************

  • Initial Complaint

    Date:09/19/2022

    Type:Service or Repair Issues
    Status:
    Resolved
    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 my bag with *****************************, they keep sending me emails for other products but nothing for the bag I ordered no confirmation number or anything. Ive been on hold waiting for someone to come to the phone for at 45 mins thats insane. Where is my tracking number.

    Customer Answer

    Date: 10/16/2022

    Better Business Bureau:

    At this time, my complaint, ID ******** regarding Marc Jacobs International, LLC has been resolved.

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


    Sincerely,

    ***************************

  • Initial Complaint

    Date:09/08/2022

    Type:Delivery Issues
    Status:
    Answered
    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 purse on the Marc ********************** website. The website stated in two different places that items would be shipped in 1-2 business days. After 2 business days I checked my email because I had not seen a shipment email. The only email I had received was a confirmation email saying due to the large number of orders that the shipment would not ship for 5-7 business days and the order could not be cancelled. I emailed them asking if there was anyway I could get it shipped any sooner or could I please have a refund. The purse was for a birthday present. I was sent a standard response that said the same thing the confirmation email said. I emailed back asking for a refund. I was sent an email that a request would be put in for a refund but they could not guarantee it. It is now the Sunday before business day 6. I emailed back on business day 6 and ask for the purse to be shipped by business day 7 or to give me a refund. The response was they did not know when the order would ship because of supply issues. I want a refund. They have given me the run around since I placed the order.

    Business Response

    Date: 09/15/2022

    This order has shipped and delivered. Please view the below tracking information.

    ******************

    Tracking Status
    Delivered
    *********, ** **


  • Initial Complaint

    Date:09/07/2022

    Type:Product Issues
    Status:
    Answered
    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.
    ORDER: #******** ORDER DATE: 2022-07-27 THE MONOGRAM DENIM LARGE TOTE COLOR/SIZE: DENIM BLUE | 1SZ QTY: 1 $350.00 I placed an order on July 27 of 2022 with ******************************* and ended up returning the product because it wasnt what I expected. I called multiple times with customer service and they keep redirecting the conversation saying that I would see the refund within 24 hours. I can tell that the package has arrived at the Facility in **. Tracking number *** ****************** Delivered On Monday, August 08 at 11:49 A.M. at Receiver I contacted **** Jacobs company Instagram page where the representative is stating multiple times that I will be getting notified with an update soon. It has been over a month and I still havent gotten my refund. **************** is unreliable and unprofessional. This is a scam if you look on the companys Instagram page and pull up any post - if you read the comments it is flooded with information about people not receiving their refund or product. As a company as a whole it is really crazy to me how they can get away with this behavior! I cant report it to my bank because I purchased it with Afterpay. I dont know what to do.

    Business Response

    Date: 09/15/2022

    This order was refunded on Sept 10 to the customers Afterpay account.

Marc Jacobs International, LLC is NOT a BBB Accredited Business.

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