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:03/28/2023

  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.

  I am writing to file a complaint against Fashionphile regarding the sale of my Rolex watch to them in February for $7,650. I shipped the watch to them using the *** label they provided, and the tracking number showed that the watch was delivered to them. However, Fashionphile claims that they never received it and accused me of being a fraudster without any evidence.I tried to challenge this decision by asking them questions, but they stopped responding to me. After contacting *** and filing a claim, I found out that nobody from Fashionphile had contacted them about my lost package. This means that Fashionphile lied to me and did not take any steps to resolve my issue.After further investigation by ***, they informed me that my package was lost, and they were willing to compensate me for the $7,650. However, as Fashionphile was the purchaser of the shipping label, they directed the compensation to them. I informed Fashionphile about this, but they have been ignoring my messages and seem intent on keeping the compensation for themselves.I am writing to request your assistance in this matter and to urge you to investigate Fashionphile practices regarding lost packages and compensation. I believe that they have not acted in good faith and have failed to resolve this issue in a fair and ethical manner.

  

  Business Response

  Date: 04/04/2023

  Hello ******,

  Thank you for your inquiry. I apologize that this situation was not handled in the best manner. FASHIONPHILE always does a full investigation on our packages.

  I do see you have spoken to 2 ****** Services Specialists and they have transferred your information over to our ***************** to handle going forward. 

  I will also send a message for them to respond to you accordingly. 

  Thank you!

  Customer Answer

  Date: 04/04/2023

  This company is a circus and a joke. I received a response from them confirming that *** approved my claim and is ready to compensate me. However, Fashionphile refuses to accept these documents from *** and accuses me of fraud without any evidence. Yet Fashionphile themselves behave like fraudsters, ignoring my emails and providing no proof. They deceived me by claiming to conduct an investigation, but when I contacted ***, they confirmed that Fashionphile never contacted them regarding my package and did not conduct any investigation.

  

  Business Response

  Date: 04/06/2023

  Hi ******, 

  This is the response from our Claims and Loss Prevention Department:

  After reviewing with the courier and our Loss Prevention team, we must respectfully deny the claim request. We work closely with the courier who has provided sufficient that you are trying to commit return fraud. This is a fraud trend that we see on a weekly basis.The package that was shipped was never received by FASHIONPHILE.
  We see that you filed your own claim with *** after FASHIONPHILE denied your claim and the claim was issued. In order for the payment to be made FASHIONPHILE needs to upload documents to ***, FASHIONPHILE will not be uploading these documents as we have deemed this to fall in line with inbound fraud trends that we see regularly.We did speak with our *** Loss Prevention Representative and they were able to provide insight on your tracking and how it was manipulated, as FASHIONPHILE did not make any changes to the tracking once the label was given to you.On 1/23/23 the package was out for delivery to be delivered to the FASHIONPHILE warehouse but someone that was not FASHIONPHILE contacted *** to have the address updated and changed. Once that address change was made we rerouted the package to a different address on 1/24/23Again, FASHIONPHILE has closed the claim and will not be submitted any paperwork to collect funds.

  Customer Answer

  Date: 04/09/2023

  I must strongly disagree with your denial of my claim. Your statements are filled with false and absurd accusations and inconsistencies.
  As a business operating in the *******************, FASHIONPHILE is bound by the laws and regulations of the state. It appears that your actions in this matter may be in violation of the following **************** laws:
  ********** Business and Professions Code Section *****, which prohibits unfair or deceptive acts or practices in the course of conducting business.
  ********** Business and Professions Code Section *****, which prohibits unfair competition and unfair business practices, including false or misleading statements.
  California Civil Code Section ****, which defines fraud as a deliberate misrepresentation made with the intent to deceive, and provides legal remedies for victims of fraud.
  I request that you  with  submit the required documents to *** as per their instructions to fulfill your obligation in this matter. If you continue to refuse to do so, I may be forced to take legal action to protect my rights as a consumer under ********** law.
  From the beginning, you refused to investigate the matter and labeled me as a fraudster. You then advised me to contact *** to conduct my own investigation, which I did, and I successfully won the claim. If I were truly a fraudster, *** would not have approved the compensation. This indicates that I am innocent and that my package was indeed lost by ***.
  Furthermore, your claim that ou have been in contact with *** is deceptive, as I am constantly in touch with *** myself, and they deny that FASHIONPHILE has taken any action to locate my package.
  My claim has been approved, and your refusal to provide the necessary documents to *** is a violation of any standard business practice.
  Additionally, you have not provided a single piece of evidence to support your accusation that I am a fraudster. Can you provide me with such evidence, as well as share it with BBB?

• Initial Complaint

  Date:03/24/2023

  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.

  Fashionphile did not send me my order I have tried to contact them several times but they say the order was delivered and signed for. I have tried to ask if this is a mistake but they said this was for the correct order and tracking and address are linked to my order but it doesn't make sense to me what I received it was a nail file and some white blank paper was it for someone else sent to me or just a gift I don't understand this I want my bracelet that I ordered. I keep explaining to them that I did not receive my order and no one understands me what I am saying. No one answers the phone for option 4 and I start to press option 1 and they tell me they can't help me and by email no one is help me or understanding what I am saying instead only accuse of receiving my order because a package was sent and signed but I don't comprehend this is possible. I feel like I can't breath I need help and no one listens please help me please just send me what I order :((((((((((((

  

  Business Response

  Date: 03/24/2023

  Hello ****,

  Thank you for your inquiry. I can see a claim was submitted and this is the email that was sent:

   Hello ***** *************** does all communication over email for tracking purposes. As stated previously, we conduct a public record search and found that a person by the name of ************************* is associated with the address. The package was signed by someone by the name of *** at the time of delivery. The only way that *** would have gotten that name since it is not on the shipping label, is if someone provided that name to ***. Due to this your claim has been closed and will not be reopened. FASHIONPHILE stands by its decision and will not re-open this claim. If you feel that FASHIONPHILE made the wrong decision please reach out to your bank and file a chargeback."

  This decision is based off the ***************** investigation. If you feel they made the wrong decision please file a chargeback. 

  Customer Answer

  Date: 03/24/2023

  PLEASE DO NOT PUBLISH THIS!!!!!

  THE BUSINESS DID NOT ADDRESS MY CONCERNS 

  THE BUSINESS SENT SAME RESPONSE VIA EMAIL 

  THEREFORE DID NOT ADDRESS MY CONCERNS

  

  Business Response

  Date: 06/26/2023

  Hello ****,
  

  As stated previously, we conduct a public record search and found that a person by the name of ************************* is associated with the address. The package was signed by someone by the name of *** at the time of delivery. The only way that *** would have gotten that name since it is not on the shipping label, is if someone provided that name to ***. Due to this your claim has been closed and will not be reopened. FASHIONPHILE stands by its decision and will not re-open this claim. If you feel that FASHIONPHILE made the wrong decision please reach out to your bank and file a chargeback.

  We can see a chargeback has been filed and has been closed on the side of FASHIONPHILE. If you do have further questions to your chargeback at this point you will need to discuss with your financial institution going forward. 

  Thank you!

• Initial Complaint

  Date:03/23/2023

  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.

  Hi,I am writing to file a complaint about a lost consignment that was shipped through ***** label provided by Fashionphile. I mistakenly reused a PREVIOUS quote slip (quote id ******** and shipping label ******* ************) for another Hermes Eze sandals with a $650 buyout value. So the new shoes I sent out actually don't have any quote they were received by Fashionphile on 3/9/2023 (tracking details: *******************************************************************************************************).Despite my attempts to contact the company for assistance, I was only told to wait and see if the shipment appears. After contacting the claim team, they refused to open a case as my drop-off receipt was misplaced, despite having the ***** tracking number as proof.I have not been contacted by the company about the duplicate shipment or received my shoes back. Additionally, I received rude and unprofessional customer service that kept telling me the old quote id I provided was paid (Of course I know this! That's why I found out the duplicate thing and thus my new shoes are received but never get checked in by Fashionphile). Not only did the customer service fail to resolve my issue, but they also made me feel belittled and frustrated.I hope you can help locate my shipment and issue the $650 consignment or ship my consignment back to me ASAP.Attached are all the necessary receipts/wrong quote/label/tracking for proof. Thank you for your attention to this matter.Best Yy

  

  Business Response

  Date: 03/24/2023

  Hello YY,

  Thank you for your inquiry. Our intentions are not to ignore nor not handle the situation. In this case its unique because you sent in an extra pair of the same style shoes with no quote, no ship list or label associated with these items. 

  FASHIONPHILE cant confirm that these were officially delivered to **. You do have a tracking number but we would need the drop off receipt with the weight of the items to determine if we officially have these items. Our ******************** has been made aware and will be keeping an eye out for them. We do have hundreds of boxes and items to go through each day and at this moment they are yet to be found. If you can get a drop-off receipt we can start with an investigation with our claims department. 

  Until then there isn't much we can do but wait to see if they turn up as they aren't associated with any quote ID.

  Customer Answer

  Date: 03/24/2023

  Here is the drop-off receipt I just found. Really disappointed that you did not offer any solutions to my problem. As a loyal customer, I expect better service from your company. I would appreciate it if you could take the time to investigate my issue and provide a more comprehensive response.
  
  

  

  Business Response

  Date: 06/05/2023

  Hello,

  If you have further documentation you would need to reach out to our ***************** to assist you with this matter to see if there is anything else that can be done. 

  Thank you.

• Initial Complaint

  Date:03/17/2023

  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 have sold over $20,000 worth of items to this company. I recently accepted a quote for a specific handbag and Fashionphile came back and said it was fake and I must pay $75 to return it to me within 60 days or I forfeit the item. I bought this bag from *************, which has an investment stake in Fashionphile. I am literally looking at my card statement with the purchase details of this bag. It is 100% authentic! This is absolute insanity! Fashionphile has also stated in their email to me that they are banning me for life from selling to them. Fashionphile no longer takes actual pictures of items on the model and instead places like items on the model, and yet they have the audacity to question the authenticity of MY ITEM when I have receipt proof from their investment partner?!?!? This is MADNESS. Do not shop here! This company has lost it and is not acting in good faith to their customer and seller base. I now am chasing Fashionphile, my bank and ******************* for either 100% of my purchase money back (over $1,000) or a waiving of the $75 fee and a lifting of the ban. I have NEVER been treated like this before - and the ultimate crazy thing? Check *************** and Purse Forum - this is happening to other people!

  

  Business Response

  Date: 03/21/2023

  Hello,

  Can you please provide your email address on file with your FASHIONPHILE account, I'd be happy to look into this further for you. 

  Thank you!

• Initial Complaint

  Date:03/07/2023

  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 was working with the company Fashion Philes with giving them a bag to sell for me on consignment. I was notified that the bag was sold and I was suppose to receive payment in 1-7 business days. 7 business days passed and I reached out to there **** number trying to figure out why I didnt get payed out and they stated they arent sure must of been technical difficulties. Everyday I am trying to call to figure out where the money is and they say they are very limited on what they can tell me. They also said only person in the company can resolve this issue and I was given her email address i have reached out plenty of times and still have not got a response back or has my money been payed

  

  Business Response

  Date: 03/15/2023

  Hello *****,

  Fashionphile is still working to resolve this issue. Please allow more time to look into this.

   Thank you!

• Initial Complaint

  Date:03/02/2023

  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.

  Purchased a Chanel handbag, Fashionphile order #*******. Wanted the handbag quickly, so I spent an extra $33.04 for expedited 2 day shipping. The handbag did NOT arrive as promised withing two days of shipping due to an issue with the shipper ****** I requested Fashionphile to assist me with filing a claim with the shipper to recover the $33.04 additional I spent for two day shipping, and they refused.

  

  Business Response

  Date: 03/07/2023

  Hello *******,

  In your account I can see FASHIONPHILE shipped out your package on time to arrive within 2 business days. 

  I am sorry that it did not due to a mechanical failure through **** "A mechanical failure has delayed delivery. We're adjusting plans to deliver your package as quickly as possible."

   
  While deliveries may be scheduled for a specified arrival, we cannot guarantee delivery by any specific time. Delays may be caused by weather or mechanical issues and FASHIONPHILE is unable to refund shipping fees for these kinds of delays as they are out of our control.
  
  I understand that it can be frustrating when your package does not arrive when expected. However, this would not be a claim. The package was still delivered to the receiver's address. 

  Customer Answer

  Date: 03/07/2023

  Fashionphile offered a delivery date of 2 days if an extra fee was paid for the delivery service.  I paid that fee for that service.  The package was not delivered in a punctual manner within the time frame promised.  The fact the package was finally delivered to me is completely irrelevant to the issue of how quickly it was to be delivered based upon the fee which I paid for the expedited service.  Why offer expedited service if the package can't or won't be delivered punctually.  Clearly Fashionphile could easily file a claim with the shipper ***** and recover the cost of the expedited shipping, then refund to me that cost.  It's disappointing that after spending almost $2,000 for a product, this company would argue over less than $35 in postage for a service promised, but not delivered on.

  

  Business Response

  Date: 03/15/2023

  Hello *******,

  We appreciate your feedback and we normally do not refund shipping due to weather or mechanical failure. 

  I went ahead and refunded your shipping as a courtesy, notated your account and the refund should be processed in the next day or so. 

  Please allow up to 5 business days to reflect on your account. 

  Hope you have a wonderful day. 

  Customer Answer

  Date: 03/21/2023

  
  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:03/01/2023

  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 was quoted $1600 for a louis ******* bag and i sent it to fashionphile and upon arrival and inspection they say it has inconsistencies deeming it a fake! I have never bought a fake purse in my life and now i have to pay $75 for them to send it back to me! Thats crap! I purchased this bag myself from a louis ******* store! Ive been selling and purchasing with this company for nearly 10 years spending over $20,000 and they are trying to say i sent something fake? Thats absolute BS! I dont know where they find their authentication experts but they need more training. I will never purchase anything from this company again in my life and i will never recommend them to anyone i know!

  

  Business Response

  Date: 03/03/2023

  Hello,

  Thank you for contacting us about your recent  submission. To give you **************** into our process, after an item is received it goes through a rigorous brand-specific authentication process in-house, allowing us to extensively and meticulously analyze all textiles, hardware finishes, font styles, and construction. During the inspection of your LV, our authenticator noted inconsistencies . As such, we stand behind our determination that this bag is not authentic. 
  
  
  The authentication fee is disclosed in the Seller's Terms and Conditions agreed to upon quote submission. We understand your concern about the fee, but it covers the cost of shipping the item both ways, as well as the processing costs once the item was in our possession. Upon remittance of the fee, your item will be returned to the address on file and an email will be sent with a tracking number. 

  Customer Answer

  Date: 03/03/2023

  i provided a copy of the receipt in the email and this company still wont refund my $75 

  

  Business Response

  Date: 03/07/2023

  Hello *****,

  Upon review of your account, I can see our Authentication department emailed you on March 3rd, 2023:

  Thank you for sending your purchase receipt, we have begun the process to refund your authentication fee. Please allow 3-5 business days for this payment to be issued. Please let us know if you have any additional questions or concerns.

• Initial Complaint

  Date:03/01/2023

  Type:Sales and Advertising 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 was quoted on a purse after i sent real time photos of the purse and upon them receiving the bag they email me saying there are inconsistencies and they deemed it fake. The purse is 100% authentic and now they are requesting me pay a $75 authentication fee before they return the purse to me.

  

  Business Response

  Date: 03/03/2023

  Hello, 

  Thank you for contacting us about your recent  submission. To give you **************** into our process, after an item is received it goes through a rigorous brand-specific authentication process in-house, allowing us to extensively and meticulously analyze all textiles, hardware finishes, font styles, and construction. During the inspection of your LV, our authenticator noted as having inconsistencies. As such, we stand behind our determination that this bag is not authentic. 
  
  
  The authentication fee is disclosed in the Seller's Terms and Conditions agreed to upon quote submission. We understand your concern about the fee, but it covers the cost of shipping the item both ways, as well as the processing costs once the item was in our possession. Upon remittance of the fee, your item will be returned to the address on file and an email will be sent with a tracking number. 

• Initial Complaint

  Date:02/23/2023

  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 bought an extremely expensive bag from FASHIONPHILE only to have the strap break in just over *************************************** lack thereof of used items, however inspections should quell many issues. When I received my bag the link was slightly open on but I didn't think about it until the entire strap popped today. So clearly a thorough inspection wasn't done. This is my second issue - and my last with FASHIONPHILE. They don't stand by their items. Also customer service is a joke. The repeat the same thing like a robot. I would at least offer a client a $10 gift card vs 'sorry there is nothing we can do.' I am deleting my account and telling everyone I know about the subpar condition their bags come in.

  

  Business Response

  Date: 02/27/2023

  Hello *******,

  FASHIONPHILE is not responsible for any new damage or wear to an item after purchase. At FASHIONPHILE, all items are pre-owned and we are unable to honor any brand-specific warranties as we are not a part of the manufacturing process. Our team is thoroughly trained to look for any signs of wear or damage but are unable to foresee how future use will impact an item. We have verified that our Receiving and Procurement team has looked over this item with a thorough inspection process.

   

• Initial Complaint

  Date:02/16/2023

  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.

  I have sold/shipped 2 items to Fashionphile and both were delivered to their facility on February 8th and February 14th respectively. Their website claims "Upon delivery, please allow us up to 4* business days (Mon-Fri) to fully review, authenticate, and initiate your payment." It is now 6 business days since they received the first package and they have not even acknowledged receipt of the package. I have *** confirmation that it was received and signed for by ****. *** tracking 1Z2156X69029075479. I emailed them yesterday to check on the status and I received a form letter response today stating the same thing their website says "allow us 4 business days to fully review, authenticate and initiate your payment." They didn't even look at my situation, check their facility for my packages or offer me any reassurance or updated timeline for my items to be processed. If these items were worth a couple of hundred dollars, I wouldn't be as concerned. They are in possession of over $7,000 dollars between the 2 items I sent them and don't think it's important to acknowledge receipt of those items in a timely manner? That's concerning to me. I understand staffing challenges and I can accept waiting a little bit longer for payment but what is not acceptable to me is no acknowledgement that they have received over $7,000 worth of goods from me. Also not acceptable to send me a form response that states I should have received something from them within 4 business days and it's already been 6 business days. The other *** tracking is 1Z2156X69012219489 for the item they received on February 14th. I have done a ton of business with Fashionphile and have never had an issue before now. It's too much money for them to not have acknowledged receipt by now.

  

  Business Response

  Date: 02/20/2023

  Hello ****,

  Thank you for your patience we are experiencing a slight delay with checking in our items we received.

  We are so excited you decided to sell with us and understand the concern you may have about the process. Be assured that the security of your items is our top priority.
  
  I apologize for the delay in processing your items. Please know we are working on ensuring all items are authenticated and processed efficiently. At this time, please allow up to 7 business days for your item to be checked in, authenticated, and processed for payment.*
  *To provide extra consideration, Birkins, Kellys, Watches, and Fine Jewelry can take up to 15 business days.
  
  Once completed you will receive a "Your payment has been initiated email which signals that FASHIONPHILE has processed your payment. Please note that it is typical for items to be paid individually, even if shipped together.

   

  At this time your item has been checked in and payment will be on the way soon. 

  Customer Answer

  Date: 02/20/2023

  This response is exactly what prompted me to open a case with the BBB to begin with.  They aren't looking at my actual situation before providing another form letter response.  Fashionphile advised me on Friday the 17th (after I filed this complaint) that they opened a claims case and were working with *** because they claimed to not have received the package that *** said was delivered and signed for on February 8th. On Friday, claims rep ******* told me she was working with *** and she needed 2 weeks to resolve the claim.  Why didn't they include that information in their BBB response?  Once again they provided a form letter response, and didn't even bother responding to my actual complaint.  I have little to no confidence in their handling of the situation.  I do see the the 2nd package that was delivered to them on 2/14/23 is being processed.   I will not consider this matter closed until I am made whole with the package I sent that shows delivered on 2/8/23.  They have made no effort to educate me on the lost package process, and what the potential outcomes may be.  All I know is that I sent them a handbag worth over $3,000 with the intention to sell it to them and now I may be out that money because they claim they never received the package.  I am a very long time customer who has bought and sold thousands of dollars of merchandise over the years, I expected better treatment and handling of the situation.  I would like an explanation of the claims investigation process and if and when I will ever see any of the $3,267 that was offered to me for the bag I sent them.  

  

  Business Response

  Date: 02/27/2023

  Hello,

  I do want to sincerely apologize for the delay in your items being checked in. We are understaffed at the moment but are also having an influx in items being sent to us. 

  We do appreciate your business and understand how concerning this can be, we are just unable to search through thousands of boxes to confirm your item has been checked in. 

  I am happy to see your items have been checked in and paid out. If you see any outstanding quotes please send me the quote ID and I would be happy to look into it for you. 

  Thank you so much!

  Customer Answer

  Date: 02/27/2023

  This is infuriating.  You aren't reading the complaints I filed.  I sent 2 items and only one was checked in and processed.  The other item that *** delivered on 2/8/23 was NOT PROCESSED.  Your company opened a claims case and is supposed to provide me an update tomorrow 2/28/23. I have seen several complaints on social media about your ** facility losing packages and finding them weeks to months later.  Please process the payment for the bag you signed for on 2/8/23 in the amount promised $3,267.19.  Until that payment is processed to my account this issue is NOT resolved.