ComplaintsforSalvatore Ferragamo

• Initial Complaint

  07/02/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Order a pair of dress loafers from Ferragamo. The Order Number us ******, I waited awhile before trying the product on my feet. They were a half-size to small. I inquired about an exchange. Unfortunately, I was outside of the return window. Ferragamo offered a refund. Please send the shoes back shipping label provided. I complied and two to three months later there still hasn't been a refund issued. I do have supporting documents and photos,. I need a another email address to forward them to

• Initial Complaint

  03/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Subject: Complaint: Delayed Refund and ********************* Experience Dear ************************ am writing to file a formal complaint against ******** Ferragamo regarding a recent online purchase experience. On January 22, I made a purchase with ******** Ferragamo, with the tracking number *******. However, after encountering an issue with the item, I returned it for a refund at the ******** store on February 04.Despite following the necessary return procedure, it has now been over one month, and I have not received my refund. This delay in processing my refund has caused significant inconvenience and frustration. Despite numerous attempts to follow up with ******** Ferragamo's customer service team, I have received no satisfactory resolution to this issue.As a consumer, I expect timely and efficient service when making purchases, especially from reputable brands like ******** Ferragamo. However, the lack of communication and failure to process my refund in a timely manner is unacceptable.I urge the Better Business Bureau to investigate this matter thoroughly and take appropriate action to ensure that ******** Ferragamo upholds its commitment to providing quality products and satisfactory customer service.Thank you for your attention to this matter.Sincerely,*******************************

  Business response

  03/06/2024

  Good afternoon.

  I worked with our returns processing and the refund has been processed, will show on the clients account within 48 hours.  I will also reach out to the client and offer my apologies once I have a copy of the refund.

  thanks

• Initial Complaint

  03/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a belt at this store on 2/10 for valentines gift and I specifically asked the rep about the option to return since my fianc does have issues with belt sizing. The rep told me that I would be able to bring it back and return it. Today I called the Ferragamo store in SoHo and was told that I am able to return it but I have to bring it back to the same outlet store. I called the outlet store and I was told that I cannot return it because all items are final sale. This was never stated to me when I purchased the belt. I let the rep know and she insisted that all reps know that. Basically called me a liar which I have no reason to lie for. I want to return the belt I bought. Please provide the return policy in writing if this is not possible. I will review the receipt when I get home from work today and check if it says final sale since thats what the rep said. The rep sized the belt incorrectly. I do. It see that the receipt says final sale and I do not recall seeing final sale signs at the store. They are telling me I cannot return or exchange the item. Now I would like tog eat a refund or exchange.

  Business response

  03/01/2024

  All outlet purchases are final sale.  It is clearly stated.

  If the belt has been cut to fit, it cannot be returned.  If the belt is not cut, the client should reach out to ****************** where it was purchased and explain to the manager the situation.  I doubt a refund is possible, but they may accommodate with an exchange.

• Initial Complaint

  11/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a pair of Trammeza shoes from Ferragamo on June 19, 2021 (order #*******) . A few weeks after receiving them, I realized that there was a gash in the leather of 1 shoe at the toe. It had been burnished over to hide it and make it look like the rest of the leather (which was why I had not noticed it immediately, before wearing them), and therefore was obviously a manufacturing defect, and not something that happened after I bought the shoes.This was particularly disappointing considering that these shoes are Tramezza, which is their top quality line, and for which I paid a lot of money. I was very surprised to find this kind of gash, which I have never seen in any high quality full grain leather shoe.I went right away to the main Ferragamo boutique in *** to have this taken care of, but the staff rudely told me there's nothing that can be done, and denied that there's any warranty, even though this leather flaw was obviously a manufacturing defect. They had me convinced that Ferragamo wouldn't help me, so I didn't even try again until now, when I realized I could reach out through their online channel, and I finally reached a customer service rep who confirmed to me that there is actually a 2 year warranty.However when I asked the ** rep to help me, I was told that they can't help after 2 years, even after I requested an exception firstly because this is obviously a defect that was already there at time of purchase, which means that Ferragamo sold me faulty goods, second because I already went to the boutique to have the problem dealt with well before the 2 year limit, and lastly because it was the rudeness of the staff, who convinced me that nothing could be done, contrary to company policy, which caused this problem not to be dealt with until now.Ferragamo is refusing to correct an issue which is entirely their fault.Being that this is a leather flaw which can't be repaired, can you help me get a refund or replacement from the company?

  Business response

  11/15/2023

  Hi

  As per our Flagship stores interaction with the client, the shoes were purchased over two years ago and worn.   We cannot offer a replacement to the client. 

   

  Customer response

  11/17/2023

  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:

  [Your Answer Here]

   Their store lied to me regarding warranty coverage even though I approached them well within the warranty limits, and it is therefore their fault that the warranty limits were exceeded.

   

   

   

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

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

  Business response

  11/27/2023

  Hi

  The shoe is over two years old and has been worn.  After all this time, the shoes could have been damaged while wearing.  It is very doubtful it would have been sold this way as we have very strict quality control in *****.  The option I can offer the client is if he wishes to contact our repair facility, they may be able to rectify the **** the client is talking about.  They company we use is **** ***** in ********** **.  He can call them directly.

  thanks

  ****

   

   

  Customer response

  12/07/2023

  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: as previously explained, this flaw was noticed when the shoes were new, and the nature of the flaw made it obvious that it was a manufacturers defect that got past quality control. The fact that the business wrongfully denied warranty coverage at that time, as spelled out in the original complaint, does not allow them to currently absolve themselves from responsibility with the excuse that the warranty term is over and to refer me to a third party repair shop at my own expense, for something which is an inherent flaw in the leather which cannot be repaired, and not a breakdown that just needs fixing.

   

   

   

   

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

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

• Initial Complaint

  11/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I recently (October 23, 2023) purchased a belt for my boyfriend at the store's ******* ***** location. At the time of purchase, I asked the sales-person if i can return the item as I wasnt sure if he would like it. She said, "as long as its within 30 days of purchase, it can be returned at any store in the world". I asked specifically, "definitely in the US?" She said "yes. Anywhere." As a precaution, I even purchased it using USD so there would not be any exchange rate issues if I were to return. He does not like the belt and we would like to return it. However, any store i take it to or call, i am being told that they only do exchanges. They will not honor the purchase from ***** in US or the assurance i received while making the purchase. I don't want anything else from this brand as the customer services has been awful. I just want my money back and am happy to ship the belt back (after receiving the reimbursement as i don't trust the company or its employees anymore).

  Business response

  11/13/2023

  Hi

  We are unable to process a refund for the client for their overseas purchase, only an exchange is possible.  If the client wishes to contact the store in Europe, they may be able to assist with getting their item refunded.  

  I have already been contacted by the store and they are more than happy to do the exchange, but not a refund. 

  thanks,

  ****

   

   

  Customer response

  11/13/2023

  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:

  [Your Answer Here]

  I do not wish to 'exchange' for anything at the store. Your salesperson guaranteed me the ability to fully return the item anywhere in the world, hence why I purchased the belt.  The personnel that work at the stores are not well trained and do not know the company policies. I was falsely informed in order for them to make a sale and i believe the behavior is deceptive to the consumer. I also do not wish to make an international call to remediate this matter. This is an international luxury company and should remediate this matter.  I am beyond disappointed and can not believe that the company is not willing to remediate their own deceptive/false sale.

   

   

   

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

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

• Initial Complaint

  07/18/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On 10/8/2022 I purchased a watch for $895+tax. Within weeks the watch stopped working. I went to the store on 11/26/2022 and told them my brand new watch was defective and asked if I could have a refund or an exchange. They informed me they would need to send the watch to a third party to be evaluated before they could do anything about it. In mid-December I stopped by the store again to get a status and the watch was sitting in their desk and they had not even sent it to the so called third party. Again, I asked for an exchange or refund, they said no. On 1/23/2023 (now two months since they took the watch to be "looked" at), I asked for a status. They responded: "I reached out to our service center and was informed that the current status of your watch requires parts that must be imported from ***********. As our watches are Swiss made, the delivery of your parts can take up to several months to arrive. "I responded this was not acceptable, that the watch is obviously DEFECTIVE and again asked for exchange, refund or credit. They responded: "The reason as to why we cant immediately provide you with such options is due to the fact that we do not particularly specialize in timepieces. Therefore, we routinely partner with a third party in order to establish a proper decision, and determine a formal resolution henceforth. That said, once we officially identify the issue, we can then proceed with resolutions. Unfortunately it will take some time, but these are the necessary steps in order to suitably handle the matter at hand. "They have had the watch now for 7 months - and frankly their answers do not seem legitimate, seems more like the "run-around" type answer. I would much appreciate if you could intervene and get this resolved. Thank you!

  Business response

  08/02/2023

  This message outlining the clients concerns have been sent to the store she has been working with.   They will follow up with the client. 

  Customer response

  08/03/2023

  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:

  The store I had been working with had not resolved the issue in almost a year and now the owner refers me back to the store?! This is not an adequate resolution.  I expect the owner to send me a refund to resolve the fact that they sold me a defective watch, said they had to "troubleshoot" the problem and then order parts from *********** and so on (detailed in original complaint).  At this point, anything other than a refund is not acceptable.  Thank you.

   

   

   

   

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

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

  Business response

  08/08/2023

    Can you please ask the client to include a copy of the original receipt so I can see if there is something further I can do for her.  I will also need a copy of the warranty booklet to move forward.  Without either of these, there is nothing that can be done.  
  

   

  Customer response

  10/09/2023

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

• Initial Complaint

  05/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello,I've been a frequent customer of ********************** here in *******************. One of my purchases was the very rare wine-colored leather baseball cap with black logo. It was purchased from the shop in ******* and was purported to be the last one (or one of the last) in the company.I've worn this cap a handful of times and stored it in my closet. It's been properly maintained as advised by the store. Well, I recently pulled it from the closet and discovered it's cracked about the base (bottom, near the brim on both sides) as well as the stitching around the back of the head - the seams are cracked where it's been stitched. It's odd cracking to say the least. I alerted customer service and they concluded I should take it back to ******* and speak with management to get it exchanged or repaired. I did so 5/23/23 (yesterday.) I spoke with the asst general manager *********************** who tried to convince me that I somehow sweat through the sweat-guard fabric of the base of the cap and through the cloth lining of the cap, through the actual leather and destroyed the EXTERIOR of the cap - all of this while wearing it only in the fall and winter? I explained, if that were true, the leather back of the cap that ACTUALLY touches my skin would also be ruined and cracking - if we're to be consistent. But that leather is pristine. So is the leather on top and the brim. Then *********************** explained that I've experienced what Ferragamo considers to be "wear and tear" from normal use. I explained I've worn this hat MAYBE 5 times - granted it may have been all day, but still only a handful of times. That's not wear and tear, it's literally falling apart at the seams in the back.I said I'd report him for not attempting to at least repair the item and he gave me his card. Great customer service. If I were a first time client, this would have led to me never coming back. As a long time client, I'm regretting having spent any money with them at all.

  Business response

  05/25/2023

  Dear ********* ******, 

  Thank you for bringing this to our attention. We apologize for any inconvenience or frustration this may have caused. We can offer an exchange for Store Credit for the item, as we know that this product in its current condition can not be repaired or replaced.

  Because we offer a two year warranty on our products. All we would need is that you return to the store with proof of purchase or a credit card statement for the item in question so that we can proceed with an exchange for Store Credit. 

  Again we apologize for any inconvenience that this may have caused. We look forward to hearing from you soon. 

  Thank you.

• Initial Complaint

  02/22/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a pair of sale boots on 12/28/22 online. Before purchasing I read the return policy (screenshot attached) that states "Free returns. You can return any item purchased within 30 days from the receipt of the order by following these instructions: 1. Complete return form. so I assumed I could return within 30 days. However, I tried to return the boots within the 30 day window and was informed at the store that I could not return them because it was past the 10 day window for sale items. I re-read the return policy. At the very bottom of the page (after return instructions) where I first read the above quoted statement was another contradictory line that states sale items have a 10 day return window. I found the policy misleading, and I called customer service to request an exception to their 10-day return window. I waited for over an hour with no answer to my call. I then submitted an online inquiry and heard no response for several days, so I tried to call again and was finally able to get through. The associate told me she could not offer a return. I asked to speak to a manager and was told no one was there and to respond to an email she was going to send me outlining my concerns and including pictures of the item to be returned. I did so immediately on 1/30/23 and included screenshots of the return policy. I sent another followup 2/2/23 because I had no response. On 2/3/23 Ferragamo responded saying they could not offer anything other than an exchange. I immediately responded asking for a comment on the return policy. I heard no response. I sent another followup on 2/21/21 asking for a response. On 2/22/22 I received another email again stating they can only offer an exchange. I responded asking for a manager to call me and once again reiterating my complaint about the policy. They responded again same day saying they can do nothing more (and no phone call). Exchange is not sufficient. The policy is contradictory, and they have since changed it online

  Business response

  02/22/2023

  Good afternoon.

  During our sale the return policy is clearly stated online at Ferragamo.com for all clients to review, that being 10 days to return from date of receipt for all sale items.  Even though the client is not able to get a refund because they are over the return date, we offered them an exchange as an accommodation.

  Thank you,

  ****

   

   

  Customer response

  02/24/2023

  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:

  I provided the screenshot evidence of the return policy includes language that FIRST states "You can return any item purchased within 30 days from the receipt of the order by following these instructions:...". I did not write or make up the contradictory policy, so I'm not sure why we should take the 10-day statement that is hidden and buried later in the return policy (which I find incredibly misleading) as gospel and ignore the obvious first statement of the policy that says "YOU CAN RETURN ANY ITEM PURCHASED."  Ferragamo on multiple occasions has failed to acknowledge this contradiction or allow me to discuss with a manager as I have requested. Furthermore, since I have been trying to obtain the refund over the last almost 1 month, they have since changed the language listed in their refund policy on the website which I see as an admission that the language was unclear. If Ferragamo has a reasonable explanation as to why the language was contradictory that I am not seeing, I am happy to entertain and consider that discussion and consider the resolution they have offered, but they are not engaging in a productive discussion.

   

   

   

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

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

  Business response

  02/24/2023

  Hello

  If the client wishes to move forward with the exchange, we are more than happy to accommodate.  Please ask the client to reach out to our team by emailing through our website, ************** 

   

  Customer response

  02/27/2023

  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:

  My desired resolution is a return for a refund. The refund policy that I provided a screenshot of states any item purchased may be returned within 30 days. Ferragamo is not honoring their own stated policy. 

   

   

   

   

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

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

• Initial Complaint

  01/18/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I had placed an order online on 12/23*** lost the order Salvatore Ferragamo advised they were going to file a claim they never did I had to file a claim with *** I have made at least ******************************************************* back. I called the corporate number and its a voicemail thats always full and then hang up on you I have sent them a letter through ***** to the corporate office and not one person has given me the courtesy to call me back. I asked to speak to managers no one calls me back. With tax the purse was $1300 this has been the worst customer service I have ever received from any companyPer *** the claim has been settled and refund was issued back to Salvatore Ferragamo I tried calling again yesterday and said oh we still need to process it and were not sure the merchandise is on sale anymore. For luxury brand this has been a nightmare experience for me thank you for your help Im at a loss as to what to do

  Business response

  01/18/2023

  Tell us why here...

  This client has been taken care of, she reached out to our Corporate team and are shipping her a replacement bag.

  thanks,

  ****

   

  Customer response

  01/19/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  *****************************
  
  
  
   
  
  

• Initial Complaint

  01/10/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I bought a wallet for my wife for christmas on Nov 24th in the amount of $561.80 (order #*******). Item was delivered on December 1st. According to to Ferreagamo's return policy, I had 30 days after receipt of product to return it. They provided a return label which was misplaced and could not be found. On December 30th I called customer service to request a new one but was on hold for over an hour, so I sent an email which is attached. I called again on either Jan 2nd or 3rd of 2023 and spoke to a representative who told me that I was outside the return period even though I tried to make a return prior to the 30 days being up. Nobody contacted me for over a week regarding my return and not until I called today was I told that my item is non returnable.

  Business response

  01/11/2023

  Hi

  We have reached out to the client and will be  providing him a refund upon receipt and inspection of the returned item.

  thanks

  ****

   

*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. ↩