ComplaintsforWhite Elm, LLC
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Complaint Details
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Initial Complaint
05/29/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I received a bag as a Christmas gift from this company. These bags are expensive and advertise t hat they can hold a lot. I dont have a lot in my bag. I noticed that the strap was starting to tear. I took a picture of it and sent it to the company. They did nothing for me!! They offered a 15% discount on a new bag which is a slap in the face for how expensive these are. Please help!Initial Complaint
01/12/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
I purchased a laptop bag with accessories in the amount of ******. My laptop would not fit so I returned it. The seller rejected my return, kept the item, and I was required to pay the $******. I filed a complaint with Tik Tok where I purchased the item- but since it was rejected by the seller- the return was rejected and they did not refund the money. I have contacted the seller on numerous occasions since asking for my items to be sent back to me since I paid for them- the seller will not even answer my messages. I should either get the refund- or get the items back. $****** is a lot of money.Initial Complaint
12/19/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased my bag new 10/26/23, and I received the bag on 11/1/23. In the last few weeks I have noticed the straps on the bag are deteriorating. I have reached out to White Elm customer service twice (12/11/23, 12/13/23) without response. Although White Elm bags are not cheap, the material and manufacturing is evidently cheap.Business response
12/20/2023
Customer reached out to us on Dec 11, noting that her items in her order were defective. We have an auto-response that responded asking for more information, to which there was no response from the customer.
On December 13, customer emailed again to tell us her order is defective, to which the auto-response responded again immediately. Customer did not respond, and customer service reached out 3 hours later on the same day to ask for photos. Customer did not respond.
Customer response
12/20/2023
Complaint: 21023615
I am rejecting this response because:I do not have record of the communications that are referenced in White Elm response.
I would like to resolve amicably, and welcome an email or phone call from White Elm to resolve the issue.
Regards,
***************************Business response
12/21/2023
Hi *****, please send photos of the bag issues to: *************************************** Thank you. We would like to resolve this and have been waiting on your photos.Initial Complaint
01/03/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
On October 30th I purchased a **** striped nylon Gemini bag from the whit elm outlet. I paid 120 for the ******** $12 shipping.The bag came and I loved it. At the beginning of December, the bag got just a bit wet. It was raining and snowing and walking into work the bag got wet. As the bag dried, the vegan leather trim started to bleed. It covered the sides and bottom of the bag.I sent pictures to the white elm instagram page on Thursday, December 29. On Dec 30th they got back to me with a screenshot of the no return policy and no warranty.They have now blocked me from commenting on their site on instagram and *********Business response
02/14/2023
This customer purchased from our outlet Instagram page. It specifically says on the ** bio of our page "Items are FINAL SALE, no returns, exchanges, or warranty." ***********************************************************
This customer left her bag out in the rain and it was damaged. This is not covered under our warranty on our regular items and the item she purchased is a final sale item which was clearly stated in several forms of communication. There is no warranty, returns or refunds on outlet items.
All leather has dyes in it, and because she did not properly care for her bag, the color bled. We cannot take responsibility over the treatment of her bag and the damage that was caused from leaving the bag in the rain.
Our refund policy is clearly communicated on our site and it specifically calls in big bold letters All clearance/outlet items are final sale. No returns or refunds on clearance/outlet items. We do not honor warranty claims on clearance/outlet items. *************************************************************
Initial Complaint
12/21/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
Ive ordered a bag from this company and paid $145.00 for it- this was in April. Ive now discovered that even with proper care (handling and storage) the bag is of poor quality and is falling apart. I contacted their customer service department and was harassed by one of their agents. I have reached out multiple times for help with (now) both issues and their company is mute.Business response
12/26/2022
This customer reported an issue to us regarding her bag well beyond our warranty period. She started off this interaction with posting a negative review online, then blackmailing ** to remove it. We do not respond to threats or blackmail and our agent responded politely with this statement. Our agent, in no way, harassed her as she claims. She responded to our customer service agent in an extremely harsh, degrading and demeaning manor, therefore we did not respond. We do not continue to respond to abusive customers. We are more than happy to work with people who do not abuse our agents and blackmail our company.Customer response
12/27/2022
Complaint: 18622464
I am rejecting this response because:
Accusing me of blackmail and saying that is what I was doing is libel, assumption and personally offensive- I was letting the customer service agent know that I was working with a website that allows for honest reviews through experiences and in no way threatened or blackmailed anyone. The agent may have assumed an intent and that is the fault of the customer service agent. These accusations from the company are now libel and will further escalate the issue. 8 months is not enough time for the bag to fall apart with minimal use. The company should welcome information of their craftsmanship in an attempt to better their product. Has the company even read what was written on the website prior to them escalating the issue? How does the company EVEN KNOW that what theyre stating is fact? My review was honest and I even complimented how much I love my bag and that the leather has held up just fine, which I have proof of! The company is making too many assumptions and now slandering my name (libel because it is written) as well as not addressing the issue. This is completely immature and will be documented as well as everything else. The company did continue on interacting with me by asking me to review the customer service agents conduct and interaction with me- the company should make it their policy to be customer driven, honest when making a mistake whether it being the product or their staff and apologetic when theyve taken the time to stand in their customers shoes. At this point in time they absolutely ARE blackmailing me by not making this issue right because they dont prefer the way things were handled. As evidenced by my very first email I began this in good faith, with respect and professionalism- their side of this turmoil has escalated the issue and they have no business dealing with their customers in this way.
Regards,
***************************Business response
12/28/2022
Due to legal threats by this customer, we will no longer be responding. Please reach out to our attorney for any further contact.Customer response
12/28/2022
Complaint: 18622464
I am rejecting this response because:once again the company is making assumptions- I am pointing out that the company is mischaracterizing my intent and informing the company of the dangers in their assumptions and accusations. This company has no intent of communicating professionally nor improving any process and they deserve to have corrective actions or measures from the BBB as theyre business has not the capacity to deal with complaints in an effective nature or professional manner.
Regards,
***************************
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Customer Complaints Summary
5 total complaints in the last 3 years.
3 complaints closed in the last 12 months.