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:07/07/2025

  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.

  They issued me scammed gift code which is not working I called up the client service and tried to used my gift code to my reserve item and I was told my gift code is not working and I was connected to another client service which I waited for exactly an hour and 23 mins and still no answer. This is how bad the business doing their business

  

  Business Response

  Date: 07/08/2025

  Thank you for bringing this matter to our attention. Im truly sorry to hear about your recent experience and the frustration it caused while attempting to use your gift code and connect with our *************** team.
  Please know that it is never our intention to cause inconvenience, and we sincerely regret the extended wait time you experienced. I understand how important it is to receive timely and effective supportespecially when a technical issue is preventing you from completing a purchase.
  After reviewing your account, Im glad to see that the gift card code you provided was successfully applied yesterday. Its a positive sign that everything is now working as expected.
  If you have any remaining questions or need further assistance, please dont hesitate to reach out. We value your business and are committed to ensuring your continued satisfaction with FASHIONPHILE.

• Initial Complaint

  Date:07/02/2025

  Type:Delivery 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 placed an order on June 29 for an hermes bag priced at $9821. On July 1, my order was cancelled without any explanation. I did not initiate the cancellation.After multiple failed attempts and waiting on hold for hours, I finally reached their customer service. I was told the order was cancelled because they could not verify my information. However, no one from Fashionphile ever attempted to contact me by phone, email, or any other means. I was given no opportunity to clarify or respond before the cancellation. This is highly unprofessional and unacceptable, especially considering the high value of the transaction.I also sent multiple emails to their customer service, all of which were ignored. This lack of communication is incredibly disappointing for a first-time customer.What makes the experience even more frustrating is that the exact same item was immediately relisted on their website after my order was cancelled. I placed the order specifically for an upcoming event, and the cancellation has delayed my plans significantly. The uncertainty around whether my new order will go through has caused unnecessary inconvenience.I have since placed a new order for the same item and I want clear assurance that it will not be cancelled again.

  

  Business Response

  Date: 07/03/2025

  Thank you for taking the time to share your experience. I want to sincerely apologize for the frustration and inconvenience this situation has causedespecially as a first-time customer preparing for a special event.
  I completely understand how disappointing it must have been to have your original order canceled without advance notice or a clear explanation. Please know that this is not the level of service we aim to provide, and I genuinely regret that we fell short in your case.
  When an order is placedparticularly one of high valueour system may initiate a verification process as part of our efforts to prevent unauthorized transactions and protect our clients. In your situation, the order was flagged for verification, and unfortunately, it was canceled before any direct outreach was made. This was a failure in our process, and I want to personally apologize for that.
  Ive reached out to my team directly to check on the status of your new order, and well do everything we can to ensure a smooth and successful experience moving forward. A member of our *************** team will be contacting you by email shortly with an update.
  Additionally, I want to apologize for the delay in responding to your emails and for the extended hold times you experienced. We are currently experiencing an unusually high volume of inquiries and are working diligently to assist everyone in the order received. That said, I completely understand how frustrating the delay must have been and truly appreciate your patience.
  Were grateful youve chosen to place another order with us, and were committed to making things right. If theres anything further we can do to support you, please dont hesitate to reach out. 

• Initial Complaint

  Date:06/20/2025

  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 purchased the ************* purse on May 17, 2025. I received the bag and when I used the bag, the pin fell out of the handle and the handle fell off. I am not able to get this bag repaired and it is unusable.I have made multiple attempts to resolve this issue with Fashionphile and am told the case is under review and a supervisor is not available to take the call. I am out $1050.00 for this purchase and I want a resolution immedietely.

  

  Business Response

  Date: 06/24/2025

  Thank you for taking the time to share your experience. I want to sincerely apologize for the inconvenience and frustration you encountered with your recent purchase.
  After reviewing your case, I’m pleased to see that you were able to connect with a member of our Client Services team who helped bring this matter to resolution. I also want to thank you for your patience as our leadership team conducted a thorough review and ultimately resolved the issue in your favor.
  I’m especially happy to see that you’ve chosen to receive store credit with us, giving you the opportunity to find something you truly love. To help ensure your next purchase aligns perfectly with your expectations, I encourage you to take advantage of our complimentary Personal Shopping service. Our associates are happy to provide detailed information and additional photos of any item you're considering, so you can shop with confidence and peace of mind.
  At FASHIONPHILE, we’re committed to providing a positive and trustworthy experience, and we never want our clients to end up with an item that doesn’t meet their needs. We’re grateful for the opportunity to make this right and look forward to helping you find something that’s just right for you.

  Customer Answer

  Date: 06/24/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23496118, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  
  
  Regards,
  
  
  
  Jessica Polomny
  
  
  
   
  

• Initial Complaint

  Date:06/18/2025

  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.

  I set up an appointment to sell two items. Upon arrival the check in staff asked if I had received. phone call and was alerted in advance of my appointment that ACH cannot be made for ********** one called, and I was not informed until l actually arrived. The check in desk said that someone from fashionphile was calling all appointments, I assured that did not happen.I'd like to recieve a discount code or make good option for this issue. My appointment took twice as long as she indicated upon arrival and then the no ACH option was not communicated prior to my appointment which is manipulative; allowing a customer to get to the appointment then pull a switch on them is deplorable

  

  Business Response

  Date: 06/20/2025

  Thank you for reaching out and sharing your experience. I am genuinely sorry for the inconvenience and frustration you encountered during your recent in-person appointment. Please know it is never our intention to disrupt or diminish the experience we strive to provide our clients.
  I apologize that you were not informed in advance about the temporary pause on ACH payments. I understand how important it is to have clear communication around payment options, and I regret that this was only brought to your attention upon arrival. This was the result of an unforeseen issue that we are actively working to resolve—not an attempt to mislead in any way.
  Our records indicate that a check payment was issued to you on June 17th for the item. While I understand this was not your preferred payment method, I truly appreciate your flexibility and patience under the circumstances. Please rest assured that we remain committed to reinstating ACH as a payment option as soon as possible.
  Additionally, I want to sincerely apologize that your appointment took longer than expected. We aim to make the selling process efficient and respectful of your time, and I regret that this was not your experience.
  Your time and trust mean a great deal to us. We are grateful you chose FASHIONPHILE to sell your items and hope to have the opportunity to serve you again in the future.

  Please be on the lookout for an email from our Client Services team. Again, thank you for your feedback and for giving us the opportunity to address your concerns.

• Initial Complaint

  Date:06/17/2025

  Type:Delivery 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.

  Order #*******. I ordered Van ************** 18K Yellow Gold Black Onyx 5 Motifs Vintage Alhambra Bracelet, order arrived today and it looked off from the original. I went to 2 jewelers, - ****************** and ***************** to verify the bracelet and was told it is 14k plated and definitely not authentic. They both told me that if fashionphile would like to verify the authenticity, fashionphile can call them, I did the verification on june 17th in the late afternoon. I would like it replaced with an authentic Van ************** 18K Yellow Gold Black Onyx 5 Motifs Vintage Alhambra Bracelet with no missing links.

  

  Business Response

  Date: 06/19/2025

  Thank you for bringing this to our attention. I sincerely apologize for the concern and disappointment this experience may have caused you.
  At FASHIONPHILE, authenticity is a foundational pillar of our business. Every item we offer undergoes a meticulous, multi-point authentication process conducted by our team of trained fine jewelry experts. That said, we fully understand how unsettling it can be to receive conflicting evaluations from outside sources, and we take such matters very seriously.

  Please know that we are fully committed to thoroughly reviewing your concerns. The bracelet will be reauthenticated by our team of experts, and we will carefully assess all aspects of the piece. We truly value your trust and remain dedicated to upholding the highest standards of authenticity and quality. Should the item be found to fall short of our rigorous standards, we will take immediate and appropriate corrective action.

  I have personally asked my team to notify me as soon as the reauthentication is complete, and I will follow up with you directly to share their findings.
  Additionally, once the item is received, we will promptly issue a full refund. As a courtesy, I have also waived the return label fee to ensure this process is as smooth and hassle-free as possible for you.
  I also understand that you are still interested in purchasing another Van Cleef & Arpels bracelet. To support you in finding the perfect piece, I encourage you to take advantage of our complimentary Personal Shopping service. Our team can provide additional photos, item details, and personalized assistance to ensure your next selection aligns with your expectations.
  Thank you again for your patience and for giving us the opportunity to make this right. We truly appreciate your continued trust in FASHIONPHILE and look forward to assisting you further.
  

• Initial Complaint

  Date:06/16/2025

  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.

  Fashionphile offered me $2900 for my Chanel 2.55 iridescent classic flap bag. I mailed the bag and they received it on June 3rd, 2025. After a few days without any update, I called their client services. A couple days later I received an email. On my Fashionphile account it says my account was credited in the amount of $2900 on June 11th. I waited for a few days before calling. I've sold a few items through Fashionphile before and I normally received my payout through ACH the following day or 2 days later after it says "credited" on my account. Today June 16th, 2025, I still have not received my money. This is the 13th day after they received my item and 5 days after it says credited on my account. I called their client services again and after waiting for 2.5 hours, I finally got hold of ******, she could not give me her last name and I understand that. ****** then told me their ACH is down for 2 days now? Nobody emailed me about it, I just kept waiting and waiting. ****** stated that the "only" available payout system they do right now is by sending a physical check. I then asked if they can have overnighted it, she then said, they can't. ****** assured me that it will be mailed tomorrow, June 17th and they will send me an email once the check has been mailed. I am filing this complaint here because no one from Fashionphile contacted me about their ACH being down after a days of waiting, and to document that they are sending my check the following day or contact me if their ACH is back. I think this is just their way of delaying my payment. I have never heard of a huge company that their payment system's been down that long. It's been 13 days since they received my item.

  

  Business Response

  Date: 06/19/2025

  Thank you for taking the time to share your experience. I sincerely apologize for the frustration and inconvenience caused by the delay in processing your payment.
  I understand how important it is to receive timely updates and payouts—especially after entrusting us with such a valuable item. While I am pleased to confirm that your payment was issued via check on June 17th, 2025, I completely recognize that the process did not meet your expectations, nor our own service standards.
  I also want to extend a heartfelt apology for the lack of proactive communication regarding the temporary disruption in our ACH payment system. This unforeseen issue led to a significant increase in inquiries, which regrettably impacted our ability to provide timely responses to all clients. Please know that our Client Services team is working diligently to address each concern as quickly as possible, and we understand how frustrating long wait times and incomplete updates can be.
  Your feedback regarding the communication lapse has been shared with our leadership team, as we are actively working to strengthen our internal processes to prevent similar situations in the future. Our goal is to ensure a seamless and trustworthy experience for every seller, and we deeply regret that this was not your experience in this instance.
  Thank you for your continued patience and for giving us the opportunity to make this right. We truly value your past business and hope to restore your confidence in our service moving forward.

• Initial Complaint

  Date:06/15/2025

  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 sent a bag to Fashionfile. They accepted the bag. They owe me $875!! I still have not received money from them despite repeated attempts at contacting them.

  

  Business Response

  Date: 06/19/2025

  Thank you for reaching out and sharing your concerns. I truly understand how frustrating it must have been to experience a delay in the processing of your item, especially when it exceeded your expectations.
  I also want to sincerely apologize for the lack of communication during this time. The delay has unfortunately led to an increase in inquiries, and our Client Services team has been working diligently to respond to everyone as quickly and thoroughly as possible. Please know that your experience matters deeply to us.
  I’m pleased to share that your item has now been fully processed, and payment was issued via check on June 17th. We are actively working to restore our seller processing times to our usual standard and remain committed to improving our communication moving forward.
  Thank you again for your patience and understanding, and for choosing FASHIONPHILE.

  Customer Answer

  Date: 06/19/2025

  until I receive said check in hand I do not accept your said response. You have said before “ you paid me”. 

  

  Business Response

  Date: 06/23/2025

  Thank you for your continued patience, Mary.
  A dedicated member of our Client Services team will be reaching out to you directly to gain a deeper understanding of your concerns and offer further support.
  To confirm, a check was mailed to the address we have on file on June 17th. Please allow 5–7 business days for delivery. If you do not receive the check within 14 business days, we kindly ask that you reach out so we may assist you further.
  We understand that a check may not have been your preferred method of payment, and we sincerely apologize for any inconvenience this may have caused. As previously mentioned, we are actively working to resolve the temporary issue affecting our ACH payment system and truly appreciate your understanding in the meantime.

  Customer Answer

  Date: 06/28/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23471153, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  
  
  Regards,
  
  
  
  Mary C. Violette
  
  
  
   
  

• Initial Complaint

  Date:06/09/2025

  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.

  On 5/30/2025 I purchased a ************* Monogram ***** ***** Item#:********* on the website. The total purchase was $2,349.00.The order indicated the estimated receive date of the purchase was by June 3. I also saw verbiage that said shipping would be completed in 3-5 business days which meant purchase should have been shipped by June 6th. On June 4th I chatted with client services and was told purse had not been shipped. On June 6th I called customer service and explained this was for a graduation gift and I needed to confirm shipping date. I was then ensured that the item would be shipped and as a courtesy it would be overnight to me. On June 9th I just called customer service again and no one can find information on the shipment and that they are currently behind in shipping. I was then told I would be contacted once shipment is completed. I now have to wait until they decide when they can ship item after originally seeing an estimated delivery date of June 3rd. I would not have purchased the item had I known they are behind on shipping items. I am requesting a full refund of my purchase.

  

  Business Response

  Date: 06/11/2025

  Thank you for taking the time to share your experience. I want to begin by extending my sincerest apologies for the frustration and disappointment youve experienced especially surrounding such a meaningful occasion like a graduation.
  We fully understand how important timely delivery was for your order, and we deeply regret any confusion or delay that impacted your plans. While our goal is always to meet or exceed the estimated delivery windows shown at checkout, we recognize that in your case, we fell short of that promise.
  After carefully reviewing your order, I can confirm that your ********************** ***** bag was delivered yesterday, June 10th. That said, I completely understand if the delay affected the purpose for which you purchased it. To ensure we take care of you properly, a member of our *************** team will be reaching out directly to discuss your experience and next steps, including how you would like to proceed.
  We truly value you as a customer, and were so sorry for any inconvenience caused.

  Customer Answer

  Date: 06/11/2025

  
  Better Business Bureau:
  
  Please see the response I sent to ******** at Fashionphile client services via email on 6/11/2025:

  Hello ********,
  
  
  Thank you for the email and follow up it is much appreciated. 
  
  
  I wanted to reply and confirm that I have received the purse and I will be keeping it. 
  
  
  I will also update the BBB case and acknowledge that you all have resolved my concern and I am no longer pursuing a refund for this item.
  
  
  Thanks and again have a great rest of your day. 
  
   I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ******* *****
  
   

  
  

• Initial Complaint

  Date:06/07/2025

  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.

  ******* For this offer Id like to be paid out as Fashionphile received my item weeks ago and its still in processing status Id like 1250$ to be paid out I tried to reach out to their cs and the wait time is so long

  

  Business Response

  Date: 06/16/2025

  Thank you for reaching out, and we sincerely apologize for the delay in response and for any inconvenience caused by the longer-than-usual wait times.
  We want to assure you that your item was processed, and your payout of $1,250 was initiated on June 9th. Once initiated, payments typically take up to 5 business days to be deposited into your account, depending on your financial institution. As today is June 16th (the 5th business day) you should be seeing the funds reflected in your account very soon, if not already.
  If you do not see the deposit or have any other questions, please dont hesitate to reach out to us directly. We are happy to help.
  Thank you again for selling with FASHIONPHILE. We appreciate your business.

• Initial Complaint

  Date:05/29/2025

  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.

  On 1/19/25 I purchased an MCM bag from your guyss website. When the bag was received it came not as described. The bag had damages on it which led me to believe that the bag is counterfeit and also the dust bag cover that was promised was not in the box. When trying to reach out to customer service, I received no help and the representative i spoke with was actually quite rude. This was my first time shopping with fashionpile and Im truly unhappy with the outcome

  

  Business Response

  Date: 05/30/2025

  Thank you for reaching out regarding your concern. After reviewing your account, I see that order #******* for the *** Visetos Aren Tote, placed on January 19, 2025, was marked as delivered to the address provided at checkout. We also note that you selected the No Signature Required option during purchase, which allows the courier to leave the package without obtaining a signature. When this option is chosen, responsibility for the delivery transfers to the client once the item leaves the FASHIONPHILE facility. This policy is clearly outlined in our Shopper Terms and Conditions.
  With that said, I sincerely apologize that you did not receive your package as expected. I understand you contacted our *************** team on January 28, 2025, to report this issue. Because the delivery method selected did not require a signature, we were unfortunately unable to file a shipping claim with the courier. Additionally, we acknowledge that a chargeback was filed with your bank regarding this order, which was ultimately resolved in favor of FASHIONPHILE.
  Please note that order #*******, which includes the *** Visetos Aren Tote in Powder Pink, is the only order associated with your account. If you are referring to a different order or have any further questions, we encourage you to contact our *************** team directly. They are available Monday through Friday, from 7 AM to 5 PM PST, at **************, and will be happy to assist you.