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:01/03/2023

  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 given a quote by fashionphile for a Medium Fendi snake leather handbag on 12/15/2022. I Dropped off my handbag on 12/16/2022 along with fashionphiles label. I called fashionphile customer support a few days later to check status of my handbag. I was advised by a gentleman that my item was received, was currently in NY and to allow a few more days for review, authentication and payment to be initiated. I received an email on 12/22/2022 from fashionphile indicating the same information as the gentleman explained to me. On 12/23/2022 I received another email stating I needed to send proof of my drop off receipt to fashionphiles claims department as a claim had been opened for the handbag I sent to them and to allow 14 days for the investigation to be completed. I sent an email immediately along with a photo of the drop off receipt on 12/23/2022. I called Fashionphiles customer support on 12/27/2022 and was advised by a support team member that fashionphiles claims department had a response however, they will be reaching out to me on 1/3/2023. I calmly let the gentleman know that I am very concerned and was very hesitant to do business with fashionphile given some of the bad experiences I read about consumers selling their items to fashionphile. He indicated that my item is insured via their label and I would still receive my payment. It is now 1/3/2023 and I have yet to receive another email from fashionphiles claims department indicating that Fashionphile fully anticipates resolving the investigation by 1/12/2023. It has been a horrible experience with selling my item to fashionphile. I have attempted to be patient and understanding however, it has become ridiculous and now frustrating. I would certainly not recommend ANYONE doing business with them including ***************** Fashionphile has my item its only right that they send me my payment.

  

  Business Response

  Date: 01/04/2023

  Hello *******,

  Thank you for reaching out and do apologize for the run around this has caused you. I do see that our ***************** has filed an investigation that will take up to 14 business days to complete which will end on 1/12/23.

  The claims department will reach out to you on or before the date regarding the results of the investigation. 

• Initial Complaint

  Date:12/28/2022

  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 purchased a chanel bag from fashionphile during their bye2022 sale. They are currently offering 15 percent off specific handbags. My bag was included in the promotion but the website was experiencing system errors and wouldnt deduct the discount. I sent an email out yo fsshionphile and their automated message stated that due to an insufficient number of staff there are response delays. In order to not miss out on the bag i proceeded to put it on reserve as i waited fashionphiles response. Their rep named **** is now claiming that she cant honour the discount because i put the item on reserve and it wouldnt be fair to other customers....huh. how is it unfair to your customers but not fair to me that this issue couldnt be resolved in a timely manner. Fashionphile is now trying to make it seems as if theyre unable to honour the promo code for other reasons. I would like to speak with a manager or executive member of faahionphiles team. If a company makes a misrake or is having system errors they should own up to them. Again i put the item on reserve so as to not miss out on it whilst waiting for customer service to get back to me. I can immediately pay for the bag in full once they honour the discount.

  

  Business Response

  Date: 01/03/2023

  Hello Brit,

  Thank you so much for reaching out. Following up with the email that you received from Lexi in our **************** department. 

  I am sorry you were having trouble with applying the coupon.

  The reason why you were having issues is that the Chanel that you placed on Reserve was not part of the curated collection that was on sale, so the code would not deduct from the final purchase amount and is unable to be applied to this order.

  Our apologies for the confusion on the sale.

  Customer Answer

  Date: 01/08/2023

  So all of the other ***** Chanel handbags were on sale, but the one I purchased just happened not to be: *****************************************************************************************************************************************************************************************************************

   

  I found the bag by clicking the 30% discount ad that was listed in December.

  

  Business Response

  Date: 01/10/2023

  Hello,

  Yes the item you purchased was not part of the collection. We have items that are listed on sale but this was a curated collection and that particular item was not part of it, so sorry.

• Initial Complaint

  Date:12/25/2022

  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.

  Spent $694 only to discover my Fendi bag is fake. Cannot believe they didnt authenticate this. Waiting for a reply. Tried to sell it Vestaire and they denied me because of failure to authenticate as real. Receipt and email proof below. Im livid.

  

  Business Response

  Date: 01/03/2023

  Hello ******, 
  
  
  We understand your frustration completely and are so sorry for the error on our part. However, we were able to correct the error and issue your refund in the amount of $694.58 which has been issued back to your original forms or payment. 
  
  
  Additionally, we have taken the opportunity to re-review your item in person again. As previously mentioned, we pride ourselves in the continued and in-depth research, training and development of our authentication department as Fashionphile believes authenticity and trust is of the utmost importance when buying pre-loved. 
  
  
  As we were able to review every component of the item in person and under high magnification, including the hardware, the engravings, the font styles applied, the designer ID, materials used, lining blend, dust bag, and bag charm, we can verify that all of these markers are aligned with Authentic Fendi handbags and as such, we firmly stand behind our determination that item #******* FENDI ******* Elite Petite 2Jours Tote Oceano is authentic. 
  
  Again, we are sorry for the mix up with your refund today but we hope we were able to resolve it for you in a timely enough manner. Please do not hesitate to reach out with any additional questions or concerns regarding authenticity. 

• Initial Complaint

  Date:12/06/2022

  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 got an quote offer from FASHIONPHILE with my birkin25, the offer was $23325. I agreed and sent the bag to them in Oct. I received an email says We have received the items below. Your payment will be issued as soon as your shipment is inspected and authenticate in Oct 11. However, in Dec 5, I have been told that the bag is sold and they will credit me $20,965.75 (which is $2,359.25 less than what they have told me in the beginning in Oct). I disagree with the price and asked them to return the bag to me. They have never respond back to me since. Please help me with this situation.

  

  Business Response

  Date: 12/08/2022

  Hello,

  Thank you so much for Consigning with Fashionphile. You consigned your item with Fashionphile on October 11th. All of our items are on a discounting schedule and it shows that your Hermes sold with a discounted price point resulting in your consignment payment to be a bit lower. 

  Please review our Consignment Terms and Conditions for further details on this. 

  Your payment will be sent out shortly on 12/12. Please be on the look out for an email in regards to your payment. 

  Thank you.

  Customer Answer

  Date: 12/08/2022

  with ***** less is not A Bit lower. Its A LOT lower. I would like to have my item back or match the price you offered at the beginning. 

  

  Business Response

  Date: 12/08/2022

  Hello ****,

  ****************** 25 Black, our ******************* offered you a Consignment Estimate that you accepted, agreed to the Seller Terms and Conditions and sent to FASHIONPHILE to sell.
  
  There are a few important details to keep in mind for items sold on Consignment:
  

  FASHIONPHILE will take the following percentages from the proceeds of the sale of your Consignment Items:
  30% of the sale price up to a sale price of US $3,000; and
  15% of the sale price for the portion of a sale price in excess of US $3,000.

  For your item, the Consignment Estimate is $23346 (If the item sells within the first 30 days). FASHIONPHILE reserves the right to discount the sale price of items that remain unsold after thirty (30) days.
   - 1st Discount - $22,156 
   - 2nd Discount -$20,966
   - 3rd Discount - $18,587

  I encourage you to read our full terms & conditions for the most detailed explanation of the Consignment process.

  
  

  Customer Answer

  Date: 12/09/2022

  Fahionphile has very confused consignment system. First of all, they emailed me that the item has been received and i will be able to receive the payment after they confirmed authentication. They did not mentioned anything with discount. Second, they have never email you regarding discount. I didnt know the item was sold at 10% and i didnt expecting it to be sold under that low price. I WANT MY ITEM BACK. 

• Initial Complaint

  Date:11/30/2022

  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 November 8, 2022 I sold three pieces of Cartier jewelry to Fashionphile. I dropped them off in person down here at ********** *******. I was told I would receive my payment within 12 to 14 days as of now its been 21 days and I have yet to receive my money. I have spoke with two different people on the phone and they keep giving me the runaround. This is seriously unacceptable I need my payment. You have my goods now I need my payment.

  

  Business Response

  Date: 12/01/2022

  Hello *******,

  Thank you so much for reaching out and apology for the inconvenience this has caused. 

  I have reached out to our Jewelry Department, they have expedited your items in processing and you should receive payment emails within the next 1-2 days. 

  I see that you are set up for ACH in your account, so once you have received "Your payment is on the way" email please allow up to 5 business days for the payments to reflect in your account.

  Again, our apologies for the delay in processing your items. 

  If you need anything else, please reach us at our help center for additional questions.

• Initial Complaint

  Date:11/28/2022

  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 sold 2 bags to them. An old checking acct was still listed and they sent my payments to an old checking acct that has been closed out. I called them right away when I realized and went into the system and updated the info. 1 payment was processed and I was paid for it. The other one after I reached out to fashionphiles accounting team they told me there was a tech issue on their end and they payment was stuck in processing. Its been over a week now Im trying to contact them and no one answers. When I finally got someone on the phone now they are saying they dont have the money back which is a total lie as I already got confirmation from the bank that it was sent out. I want my money!!! Total scammers. I will be posting on every social media and reviews

  

  Business Response

  Date: 11/30/2022

  Hello Cristali,

  Thank you for reaching out. I can see that our accounting department emailed you on 11/28 with information in regards to your request.

  Due to the Veteran's Day holiday on 11/11, both of your items were processed for payment on the same day to the same bank account, Santander, ending in ****. That was on Tuesday, 11/15 ( I have attached the transaction numbers below).
  
  Because the account was closed, one payment was returned to us on 11/18, in the amount of $1100.00.  The $800.00 payment should have been returned as well, but as of today 11/28, we have not received it. 

  Due to the holidays payments can take over 7 business days to return to FASHIONPHILE. 

  Our accounting department suggested to reach out to Santander as they received both payments and should have returned both.
  
  If Santander is requesting any other information, please let us know and we will do our best to assist.

  Once its returned we will be happy to send your money to the correct ACH information that we have on file. If you have any further questions please continue to reach out to our accounting department. 

  Thank you

• Initial Complaint

  Date:11/09/2022

  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 sold a bag to fashionphile which they contacted me saying there were issues with the brand style number they return an item to me But the item the sent back WAS NOT THE ORIGINAL ITEM I SENT THEM!! I sent 7 emails explaining the situation they told me it was no way they messed up and nothing they could do but I see my bag that I sent on their site for sale!! They swap my bag and sent me a FAKE BAG!!! Do NOT TRUST THESE FRAUDS!!! If the im style number doesnt match the item fine I can take that up with ***** but you have to send me back the original bag I sent to you!!

  

  Business Response

  Date: 11/17/2022

  Hello ***,

  Thank you for reaching out. I do see that you have been in touch with our ****** Services team and speaking with ************* 

  To give you more insight into how the selling process works. You as the seller submits photos, when the item arrives to our warehouse we then check it in with a SKU and it get authenticated. 

  Please know we have looked into your concerns in order to determine if anything could've happened to your item when in processing at Fashionphile. After reviewing with our Loss Prevention and Authentication Teams, we are confident in our determination the same item received from ************************* is the same item that shipped back. At the time your item was processing, there were no other like items processing at the same time. 
  
  
  At this time we stand by that the same item received is the same item that was shipped back to you. 

  Thank you!

• Initial Complaint

  Date:11/01/2022

  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 tried to return a bag I purchased from Fashionphile for $1,362.99. Once the bag was handed over to *** the bag was lost. I have my receipt from drop off which I will upload. Due to the return label being in Fashionphiles name, *** decided to refund Fashionphile who had already been paid for the bag by me. *** has confirmed this for me multiple times, the check was sent out to Fashionphile on 9/28/22. Fashionphile claims they have not received this refund but according to *** they have. Fashionphile refuses to refund what I paid and they are pocketing the refund from ***. We require mediation due to Fashionphile not responding to my inquires. Thank you

  

  Business Response

  Date: 11/02/2022

  Hello,

  Upon review of your order on your account, you were refunded today in the full amount back to your Discover card. Please allow up to 7 business days to reflect into your account. 

  Thank you so much for your patience while it did take some time to investigate this matter. 

• Initial Complaint

  Date:10/29/2022

  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 purchased a bracelet from Fashionphile for approximately $4,000. The bracelet in question was delivered on 10/19/2022. I picked up the bracelet after receiving an alert from the concierge. Once I opened the package, I noticed the bracelet's clasp did not work properly and also scratches/wear/tear on the prong that inserts to clasp the bracelet. Fashionphile misrepresented the item as in excellent condition on their website. Given my shock, I immediately sent an email documenting the damage and requested a full refund. I returned it via *** the next day 10/20/2022. I also called Fashionphile and provided details about the return and they apologized that the bracelet was not in the condition listed on their website and indicated they would process a refund once they received. The bracelet was delivered back to Fashionphile on 10/21/2022. I called on 10/28/2022 to check the status of my return because I did not receive a refund or any correspondence on the matter. I was told during this call that they would not refund me because the bracelet was not in the same condition as when sent out. This is a flat out lie. Also, they never contacted me, I had to contact them to receive this information. I came to BBB to launch a complaint and now I see so many similar stories to mine. Based on my experience and the other complaints, it appears that Fashionphile is engaging in deceptive business practices at the expense of consumers.

  

  Business Response

  Date: 10/31/2022

  Hello *****,

  Our *********************** reviewed your item and upon arrival we noticed the ball that holds the bracelet secure is now missing/broken off and this was not the condition when sold. All of our items are inspected and authenticated when they leave our facility. The FASHIONPHILE photos reflect ball on back of bracelet to secure bracelet closed.At this time we will not be giving you a full refund.

  If you have further questions please reach out to our *********************** for further questions.

  Customer Answer

  Date: 10/31/2022

  I opened the package shortly after picking it up from the concierge the day it was delivered by **** I did not handle the package in a manner that would have damaged it in any way shape or form. I sent an email documenting the issue and returned the package the very next day in the exact same condition I received it. I demand and expect a full refund immediately.

  

  Business Response

  Date: 11/02/2022

  Hello ********, 

  At this time we are unable to offer a full refund as stated previously, the item arrived back to Fashionphile damaged with the tags reattached. Our return policy all items must come back to us in the condition it was sold in. 

  https://help.fashionphile.com/s/returns 

   

  Customer Answer

  Date: 11/03/2022

  First, you respond and indicate that I damaged some sort of ball in the bracelet, which is untruthful; I only handled with care. The damage I documented had nothing to do with a ball, it had to do with scratches/discoloration located on the prong due to what looked like wear/tear and the clasp not working. Now, you respond and insinuate that I damaged the bracelet and altered the tag. The statements made by Fashionphile are false, maligning and disparaging. I documented the issue the same day I received the bracelet. Fashionphile misrepresented the bracelet as being in Excellent condition, which it was not. Fashionphile has had the returned bracelet for some time and never once contacted me. I had to call to check the status and then come to the BBB website to even obtain a response. This is very similar to the countless other stories that have been posted about Fashionphile on the BBB site, which are too numerous to include here. Fashionphile has had more than ample opportunity to rectify this situation and instead of doing the right thing, it has misrepresented and implied that I damaged the bracelet and now even go so far as stating that I altered the tags. I am flabbergasted at the audacity of your firm.

• Initial Complaint

  Date:10/26/2022

  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.

  On 10/7/22, I sent 12 very detailed photos of my ***** belt bag to sell to Fashionphile. After they reviewed the photos, I received a quote from them to purchase my item for $350. I mailed the item to them using their label and once it was received I received an email from them stating that they have deemed the item inauthentic and they demanded $75 in order to mail my item back to **** reached out to customer service and spoke with ****. I complained to him and told him that I was shocked to be receiving this communication because my item is authentic, purchased years ago and I sent several photos that were supposed to be "authenticated" prior to them offering me a quote. He stated that the item has to be seem live in order to be authenticated. What was the point of sending the photos? After reviewing multiple complaints from this company regarding the same issues, my suspicions were confirmed that this seems like a scam; a way to resell merchandise for free because customers are refusing to pay the $75 ******.I was also told by **** that I could only email the authentication department and that his hands were tied. Why isn't there anyone live to talk to about this? Again, this is suspicious.I emailed the authentication department on 10/20/22 with the same complaints and they emailed me back stating that unless I had a proof of purchase (from years ago) that they would not send me my item back unless I paid $75. Once again, I was appalled and said that the most fair resolution was for me to pay for them to send my item back. I never received a response.I would like my item back. It is authentic and this company is keeping items under false pretenses.

  

  Business Response

  Date: 10/27/2022

  Hello,

  We are sorry to hear you have concerns about authenticity. 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. Only after an item satisfies all of these requirements will it be approved for our site. The reason why we ask for photos up front is to make sure its a brand we accept, its in a condition we offer and if its needed for our inventory levels. The moment it arrives it is authenticated. Our $75 fee is agreed to and signed in our Seller Terms that you approved before sending your items to us. 
  
  To more specifically address your questions, please reach out to our authentication department for further details at *****************************************.

  Hope this information is a bit more helpful.

  Customer Answer

  Date: 10/27/2022

  I have already sent an email to the authentication department to dispute their findings. My item is authentic. I have asked for someone from the department to call me but I am told that we can only email.

  I am not paying $75 to send my AUTHENTIC ***** Belt Bag back to me.

  

  Business Response

  Date: 10/31/2022

  Hello,

  Email is their way of communication and to receive the quickest responses. Unfortunately the $75 fee must be paid for us to send your item back to you.