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:09/29/2023

  Type:Order 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 have never in my life dealt with such a horrendous company. 1. They lie: I received an item and immediately returned it. They claimed the tags were removed, and they were not. I can send photos of the item if need be. So, instead of refunding me the full $1300, they offered me $1000.2. I took the $1000. Now, I don't know who in this day and age still sends checks, but they sure do. Not only do they send a check when they could've refunded me digitally, they sent the check to the wrong address WITHOUT FIRST VERIFYING THE ADDRESS WITH ME. So, then it becomes my fault because they decided to assume which address to send my money to instead of verifying the address like any reputable company would. Common sense would dictate that we should send the check to the last address she had something sent to but not these geniuses. This results in their trying to charge me a canceled check fee because no one bothered to check the address. 3. They lack transparency. If the address needs to be verified, they should do that before sending the refund and trying to charge a customer for their negligence. It's very easy to check an address before sending a copious amount of money THROUGH THE MAIL. Customers shouldn't become aware of policies after the fact, especially when those policies seek to benefit the company.

  

  Business Response

  Date: 10/09/2023

  I sincerely apologize for the challenges you faced with FASHIONPHILE. Authenticity is the cornerstone of our business, and our tags ensure our products' genuineness. When removed, items must be re-authenticated. Your returned ***** boots lacked these tags. As shoes are exempt from our Refresh Program, we proposed a $1000 buyout as an alternative. This was communicated to you on 8/31/2023, and you accepted this offer via email and chat with our ****** Services team. The $1000 check, based on this agreement, was issued and deposited by you on 10/5. I recognize the transition from return to buyout wasn't clear enough, which might have required additional steps from you. This oversight is deeply regretted. While we maintain consistency with our protocols, we prioritize clarity and transparency. Based on our agreement and subsequent actions, the $1000 check is deemed the settled amount for the boots. We genuinely regret any confusion and thank you for your feedback. We're committed to improvement and hope to serve you better in the future.

• Initial Complaint

  Date:09/28/2023

  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 ordered a Versace purse online from Fashionphile which cost about $1300. *** was the courier for the delivery and a signature was required upon delivery. I filed a claim with Fashionphile when *** claimed the delivery was made but I had not received the item. After a few weeks, Fashionphile let me know they would be denying my claim based on the "evidence" they found proving the delivery was made. I have repeatedly asked them to provide proof of this evidence to me but they refuse to engage and will not reopen the investigation. The only "evidence" I could get Fashionphile to share was the *** did get a signature on the delivery from someone "at the address." I told them that was impossible as I live alone, there is no one else at the address who could have signed for the item. When I asked who the signer was, Fashionphile claimed it looked like the first name was my name, so *** is apparently insisting I myself signed. When I informed Fashionphile that in fact on the day of the delivery when I supposedly signed for this item, I was in fact **** miles away across the country, they continued to refuse to reopen the investigation. I am attaching proof of that travel itinerary here. They are holding me, the customer, responsible for a massive mistake (or theft) by the courier. They refuse to discuss further or help me at all and instead directed me to either try to charge back with my bank, or file a police report. They utterly mishandled and frankly completely refused to actually investigate this claim appropriately.

  

  Business Response

  Date: 09/29/2023

  Thank you for bringing your concerns to our attention through the Better Business Bureau. We genuinely regret the frustrations and inconveniences you've experienced with this situation, and we value this opportunity to address your complaint. We aim to be transparent and consistent in all our interactions, so we would like to provide some clarity on the matter: Upon receiving your initial claim, we engaged in a thorough investigation in conjunction with our delivery partner, **** The evidence and documentation provided to us by *** indicated that the package was successfully delivered to the address you provided and signed for at that location. Given the rigorous process and the evidence at hand, our claims team made the determination to close the claim based on good delivery with a signature to the address provided. While we understand and empathize with your positionespecially given the details you've shared about your travel itineraryour decision is grounded in the evidence and processes we trust and have in place. Due to this, and in line with our policies, we will not be reopening the claim or initiating a further investigation. We understand this situation is far from ideal for you. We stand by our processes, but we also hear your concerns loud and clear. Your feedback underscores the importance of clarity and transparency in our dealings. Thank you for voicing your perspective. If you have concerns regarding potential theft, we recommend consulting with your local authorities to consider filing a police report. As for our internal processes, FASHIONPHILE has concluded its investigation.

• Initial Complaint

  Date:09/27/2023

  Type:Product 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 21 September I placed an order for an item from the fashionphile.com website. However, when I received the item, it was damaged. The damage was not disclosed in the listing description nor was the damage noted in the available pictures. I purchased a purse and the previous owner punched extra holes in the strap. The alteration was quite obvious since given the size and placement of the holes compared to the manfuactured holes for the strap buckle.I contacted the company chat client service and they provided an email to contact with pictures of the damage. I sent the email on 21 September to ******************************* w multiple pictures of the strap, including comparison pictures of the manufactured holes against the manually inserted holes. The issue is that the company charges $14.95 return shipping for any of product. Given the damage was not disclosed in the listing nor was it shown in the pictures, I asked the company to provide a free return shipping label. I have yet to receive a response from my email correspondence and when I tried to use the chat function, it returned me to my old chat session that I initially held with client services. When I refreshed the page, the chat function said I was next in line for service. However, I kept the page open for nearly 45 min but a client service advisor never responded. In comparison, the first time I messaged client services to issue a request for a free return label, the wait time was non-existant and I was able to reach someone immediately.Given the return window is very small, and this item is valued at nearly $2500, I ended up printing out the return label and will now be charged the $14.95 return shipping fee.I would like the company to reimburse me for the charge given they neglected to accurately advertise the condition of the item.My order number for the purchase was: *******

  

  Business Response

  Date: 09/28/2023

  *****, thank you for bringing this matter to our attention. We sincerely apologize for the oversight regarding the condition of the purse you ordered and the inconvenience you experienced during the process! Upon reviewing your complaint, we noticed the photos you uploaded to the BBB site. We appreciate you taking the time to provide these. However, I would like to mention that, as of now, we haven't received any such photos directly in our email records associated with the order number you provided. This might explain the delay in addressing your concerns, as direct communication would have expedited our review process.
  That said, now that we have seen the photos you provided with the complaint, we understand your concerns regarding the return shipping fee. As a gesture of goodwill and recognizing the inconvenience you faced, we are prepared to refund the shipping fee. This will be processed back to your original payment method within the next 5-7 business days. Your feedback is invaluable, and we'll be taking steps to ensure smoother communication channels in the future. We value our relationship with you and remain committed to providing the best possible service. Should you have any further concerns or questions, please do not hesitate to reach out. Thank you for choosing FASHIONPHILE, and we look forward to the opportunity to serve you better in the future.
  
  

  Customer Answer

  Date: 09/28/2023

  
  Better Business Bureau:
  
  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:09/18/2023

  Type:Order 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 have been a participant in the Fashionphile marketplace for some time, and I must express my recent concerns regarding their authentication department. Despite presenting all necessary documents and certificates of authenticity from well-regarded sources, I encountered a series of misunderstandings and concerns about the authenticity of the items I submitted.At first, I valued Fashionphile's meticulous authentication process, recognizing its role in mitigating the counterfeit market. However, my recent exchanges have left me feeling somewhat singled out and not treated with the fairness I anticipated. The communication from Fashionphile has not been consistent as I would have hoped, with decisions seemingly altered without a clear basis or substantiation for the new concerns raised.Additionally, I have perceived a certain opacity in their communication. Serious claims were raised regarding the operation of multiple accounts and the submission of counterfeit items, without substantial evidence or consideration of the proofs. This method not only risks affecting my standing as a seller but also appears to bypass the legal guidelines that dictate our interactions.Moreover, despite my diligent attempts to verify the authenticity of my items, including securing certificates from esteemed agencies, Fashionphile has not fully recognized or weighed these proofs in their evaluation. This perspective hints at a prejudiced approach, potentially swayed by an unreliable source, and disregards the possible legal consequences of their actions.I am concerned about the potential impact on my reputation and the seemingly fault-finding approach currently in place. I urge Fashionphile to revise their strategy to prioritize transparency and collaboration with sellers, fostering a more positive business relationship. I sincerely hope that future sellers won't endure a similar ordeal, and I advocate for Fashionphile to maintain a platform grounded in fairness and transparency.

  

  Business Response

  Date: 09/21/2023

  We appreciate the opportunity to address the concerns raised by the customer. ********************** values transparency, which is why we've been in constant communication with the customer since June 2023. We reinstated their account once as a courtesy, under the belief they acted in good faith. However, subsequent events, including the submission of additional counterfeit items, have led us to re-evaluate this stance. We firmly stand by our authentication process, designed to maintain the trust and integrity of our platform. All actions taken have been based on evidence and thorough investigation. Moreover, our most recent email to the customer outlined the reasons for our decisions, referencing our zero tolerance policy against counterfeits and their violation of our Seller Terms and Conditions. We dispute this summary of what transpired and believe we acted responsibly and in good faith. While we dispute the customer's summary of events, we always strive for clear communication and fairness.

  Customer Answer

  Date: 09/21/2023

  Dear FASHIONPHILE Team,
  
  Thank you for your recent communication.
  
  I understand the complexities involved in maintaining the integrity of your platform, especially in today's digital age. However, I would like to address the claim that my account has been linked to another person's account.
  
  In this era of advanced technology, it's not uncommon for digital footprints, including pictures, email addresses, and even IP addresses, to be duplicated or mimicked. Such duplications can sometimes lead to inadvertent associations between unrelated accounts. It's crucial to consider the possibility that any similarities between my account and another might be the result of such digital duplications rather than any intentional wrongdoing on my part.
  
  I have always acted in good faith and have been diligent in ensuring the authenticity of my submissions. I would appreciate a more in-depth investigation into this matter, considering the nuances of digital data and the potential for unintentional overlaps.
  
  I hope we can work collaboratively to resolve this issue and continue our business relationship built on trust and mutual respect.
  
  Warm regards,
  ****

  

  Business Response

  Date: 09/21/2023

  Please be advised that Fashionphile reinstated your account one time as a courtesy under the assumption that submission of an item that was counterfeit (and was returned to you) was mistaken and you were acting in good faith. Now that we have determined that additional counterfeit items have been submitted by you or from accounts that are linked to you, that presumption that you were acting in good faith no longer applies, and as we informed you in our June 12, 2023 email, Fashionphile has a zero tolerance policy against counterfeits and should additional counterfeit items be submitted in the future, your selling privileges may be revoked indefinitely. We refer you to relevant portions of our Seller Terms and Conditions (*********************************************************************) which state, in pertinent part, Authenticity. You represent and warrant that all items you submit for consignment sale (Consignment Items) and Buyout Items (collectively, Sale Items) are authentic, as determined in Fashionphiles sole discretion. And It is a violation of these Seller Terms and Conditions to create multiple accounts, submit items from more than one account, or resubmit the same item within a 30-day period. You are in violation of both of these provisions. 
  Accordingly, your seller account and any seller account that has been linked to you has been disabled. This decision is final. This is not to be construed as a complete statement of the facts regarding this matter.  Nothing stated herein is intended as, nor should be deemed to constitute, a waiver or relinquishment of any of Fashionphiles rights or remedies, all of which are hereby expressly reserved.

  Customer Answer

  Date: 09/22/2023

  I'd like to address Fashionphile's statement on rights and remedies and hope our communication remains constructive. I've observed multiple instances where items, initially deemed inauthentic by Fashionphile, were later verified as genuine. This highlights potential inconsistencies in the authentication process. Recognizing that even top brands can have variations, I've ensured all my submissions since the account reinstatement were pre-verified for authenticity. Since then, any accusations that were made about linked accounts and counterfeit items were not backed up by a single evidence. Not only that, but I went the extra-step to ensure that every single item was pre-authenticated. 
  The pathway our conversation is taking, especially with veiled threats, is deeply concerning. I would like to caution against any further attempts to retaliate or threaten me. If pushed to a corner, I will be compelled to issue a press release detailing our interactions and the challenges I've faced. In such a scenario, journalists should be able to scrutinize this matter closely and also review our prior communications. This would allow them to determine whether I have been acting in good faith and to shed light on how sellers are being treated on your platform. I am confident that an objective review would reveal the truth, and I suspect that I am not the only seller who has faced such challenges with Fashionphile. If I am being treated this way, that means many other have. I have refrained from taking such actions thus far, hoping for a constructive resolution and a fair assessment of the situation.
  

• Initial Complaint

  Date:07/19/2023

  Type:Product 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.

  The shipping policy does not include details on the "ship to store" option provided during checkout. The expected timeframe was not clearly disclosed so that I could make an informed decision. It has now been 7 days since the item was shipped. I received notification that the item was delivered. When I reached out to customer service, I was told the store has up to 3 additional days to "sort through orders" and contact me for pick up. So now we are talking about 10 days out of a 14 day window for me to get my item and initiate a return if unsatisfied with the product.

  

  Business Response

  Date: 07/20/2023

  Hello,

  Upon review of your order I can see the item was ordered on 7/11, shipped 7/12 and delivered to ** on 7/18 which is 4 business day to deliver the package. Our checkout does state an average timeframe to arrive. Once delivered it can take ** a few days to receive the package due to the volume. Once you pickup your item from ** you will have until July 27th, 2023 to return the item. If you have any issues please call ****** Services to help assist.

  You may always call the ** location to see if your item is ready for pick up as well. 

  Customer Answer

  Date: 07/20/2023

  
  Better Business Bureau:
  
  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:07/06/2023

  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.

  I bought a bag that was a fake. I had it authenticated at the saint laurent store. I sent it back for a full refund it was a used bag that i bought from Fashionphile. There was no tag attached to the bag. Hint it was used. I returned it exactly like i received it. I is unfair that they want to only refund half of my money for a bag that was a fake that they advertise to be authentic. The picture is how I recieved it i took pictures right away. No tag was attached

  

  Business Response

  Date: 07/10/2023

  Hello ********, 

  Thank you for your inquiry. 

  Unfortunately, our Receiving Team has noted that they received your item with tags cut/ not attached. Our Certificate of Authenticity tag & FASHIONPHILE tag must be attached to receive a full refund. Our Certificate of Authenticity tag & FASHIONPHILE tag must be attached to receive a full refund. Every item that is sold to FASHIONPHILE is reviewed, authentication, tagged and stored away until sold. This item arrived back to our facilities not in the same condition as when purchased, this is why its only eligible for our Refresh Program. We are unable to ship out any items without a tag on the item. 
  
  You are welcome to accept or deny this in your FASHIONPHILE account. 

  Thank you.

• Initial Complaint

  Date:07/05/2023

  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 return item back but the store doesnt refund

  

  Business Response

  Date: 07/06/2023

  Hello,

  Upon review of Order #******* you were refunded on 5/4/2023 back to the **** and $880 was sent to you in a check to the address on file on 5/12 which can take up to 14 business days to receive.  

  Thank you!

• Initial Complaint

  Date:06/28/2023

  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 contacted Fashionphile.com I sold my luxury Louis ******* handbag new in box with Receipt, they offered me $1,200.00 for my bag, and I accepted this offer. I have proof by email offer from the company. Fashionphile only paid me ******** and refuses to pay the balance owed to me of$150.00. I have filed three case reviews and the company will not respond. ? I need help. This is illegal to keep my bag and money! I DONT Recommend this company at all. I sent them a $2500 bag in good faith that they will pay me what they offered me $1200.00 *****

  

  Business Response

  Date: 06/28/2023

  Hello *****,

  I apologize for the confusion. Please note we are unable to change the title you give the quotes once submitted by you. Our buyers did however see the notes from client services and thus quoted them based on the photos not the titles.
  
  I do see quote 3191961 had the incorrect title but the photos show LOUIS VUITTON Monogram Boetie MM NM and it was quoted as Boetie and the quote was for $1200.
  
  For quote 3191979 again had incorrect title but photos show the LOUIS VUITTON Monogram Speedy Bandouliere 35 and it was as a speedy quoted $1050.
  
  I understand because of the titles of the quotes it is confusing however, as mentioned we cannot change that but they were quoted accordingly from the photos. The buyouts are correct.

  FASHIONPHILE does have the right to change buyout quotes based on condition, titles, size etc. Please visit our Seller Terms: ************************************************************************************************* receipt of your Buyout Item, Fashionphile will review your Buyout Item to confirm that it is authentic pursuant to Section I.1 and that its condition is consistent with the description you provided in your original submission.

• Initial Complaint

  Date:06/15/2023

  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.

  Hello,I placed an order # ******* from Fashionphile which was supposed to be delivered on May 24th 2023. Even though the *** tracking shows status "delivered", I have never received the package. I contacted customer service at Fashionphille asking them to investigate and open a claim with ***. After two weeks, they responded that my claim was DENIED because *** offered sufficient proof that my package was delivered. I went back to **** in customer service 3 times asking for a copy of the "proof" *** has that they delivered the package to me and provide proof of my signature. I know they don't have it since I have never received this package. **** (or anybody else) in customer service never responded. This company doesn't care about their customers as long as they get their money! I shouldn't be responsible for over $2900 for someone else's mistake. Fashionphile should go back to *** and solve this issue. Such high value packages shouldn't be given to just anybody. I am respectfully requesting a full refund of $2906.96 as soon as possible. Thank you for your help and consideration!

  

  Business Response

  Date: 06/19/2023

  Hello *****,

  Thank you for your inquiry and appreciate you giving us some insight into your issue. I will pass this information along to **** in our ****************** as I can see you emailed in 15mins ago. He also stated a chargeback was filed which now would need to be taken up with your financial institution and not FASHIONPHILE at this time. 

  Thank you for your time.

   

• Initial Complaint

  Date:06/13/2023

  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.

  My order number is *******. I returned my item, and it was delivered and sign for. However, I have not received any refund and Fashionphile refuses to help. I just would like my money returned back to me as its been too long.

  

  Business Response

  Date: 06/14/2023

  Hello *****,

  Upon review of your account, I see you called into our ************************** 2 weeks ago and an internal Claim was filed. 

  Please reach out to our ***************** if you have any further questions. They have been emailing you information in regards to your claim and it should be ending 6/16.

  Thank you!