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:10/19/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent in an item to sell to Fashionphile, Quote ID #******* and per *** it was received on 10/7/22, tracking number 1Z2156X69000649724. This tracking number is from the label that Fashionphile provided to me, and is listed on their website for this item. On 10/11/22, I contacted Fashionphile and requested they ship the item back to me, as I changed my mind about selling it. I was told it would take 5-7 business days to check it in and ship it back. I contacted them multiple times this week asking why the item hasn't even been checked in yet, and reiterating I wanted it shipped back to me ASAP. When I called Fashionphile on 10/19/22, the person I spoke with agreed with me that it was taking way too long to ship back, and he would contact a manager at the ** office where the package was delivered, and see what was going on with it. I then got an email around 9:14AM, telling me that a claim has been opened because *** apparently lost my package. Which is complete nonsense, because I can still pull up the *** tracking number, and it shows that it was delivered on 10/7/22 at 11:39AM at the dock in **, **, and someone named ******* signed for it. Needless to say, I'm very upset that not only has Fashionphile lost the item I wanted sent back to me, but also that every time I called to ask what the status was with my item, I was given the run around and told they were working on it. And now that they realized they lost it, they say it's going to take 14 business days to figure out what happened, after I have already been waiting this entire time for my item to be shipped back to me. As I wanted the item shipped back and changed my mind on selling it, I want a complete replacement of what I shipped in, in the same condition as I shipped it in.

  

  Business Response

  Date: 10/20/2022

  Hello *******, 

   

  Our claims department manager will be in contact with you very soon. The item has been located and will be returned to you overnight.

  Please be on the lookout for the phone call. 

  Thank you for your patience while we searched for your item.

  Customer Answer

  Date: 10/20/2022

  
  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:10/06/2022

  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 bag but decided to return it. Once dropped off to **** bag went missing. Fashionphile was informed but they would not refund me since it was ***s fault. I opened a case with *** which was horrendous. They eventually agreed to a refund but to fashionphile! Who had already been paid for the bag. *** stated that the refund would go to fashionphile & then fashionphile was SUPPOSED to refund me which has yet to happen. Fashionphile has refused to respond to my emails which I will attach. I opened a case with my credit card company as well & they arent able to do much since it wasnt fashionphile who lost the package. Ive been holding the $1362.99 charge on my credit card for months now. Again, fashionphile will not communicate with me regarding this issue.

  

  Business Response

  Date: 10/10/2022

  Hello,

  Upon review of your account a claim was opened with FASHIONPHILE as your return was stuck in transit. Before the claim ended,  you filed a chargeback with your financial institution two days after the claim was opened. 

  Your bank closed the chargeback in FASHIONPHILE favor. FASHIONPHILE was never paid out from **** We also show no response from you via email to our claims department. 

  At this time a refund will not be issued as FASHIONPHILE has not received the product. 

• Initial Complaint

  Date:09/22/2022

  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.

  Purchased a watch - it was defective, returned the watch. Still havent received a refund from the company after 1 month. The refund was supposedly issued on 09.09.22

  

  Business Response

  Date: 09/23/2022

  Hello *******,

  Your refund was processed 

• Initial Complaint

  Date:09/08/2022

  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.

  On June 25, 2022 I bought an ************* 35 bag that had photographs of the bag listed on their site. The bag was *******. The photographs were misleading and showed NO CRACKS on the right leather strap. When the bag arrived it had significant cracking on the straps that was misrepresented on the website and the included photographs. I want a full refund for this item.

  

  Business Response

  Date: 09/09/2022

  Hello ******,

  Thank you for your inquiry. 

  I see that the ****** Services Manager reached out to you in regards to this order. Fashionphile is unable to refund you in full for the item since its past our return timeframe, but we can offer you to sell this back to us by using our Refresh Program. 

  Please refer to your email for further details.

  Thank you.

  Customer Answer

  Date: 09/13/2022

  I do not accept this as a resolution.  The business engaged in fraud by showing a pristine strap in its photographs, when in fact it contained several cracks. In addition, they refused to let me speak with a manager or person who could assist me.  I want a full refund, as they engaged in fraud with their listing.  Please assist me in having this matter rectified. 
  

  

  Business Response

  Date: 09/13/2022

  Hello ******,

  You have been in contact with several managers since July 6th to assist you with your concerns.

  The listing also included: Exterior: Corner wear, scuffs, cracks and marks.

  We also sent your concerns over to Senior Procurement Leadership to re-review the listing and confirmed it was listed accurately. 

  We offered you a full refund during our 30 day return timeframe policy with an overnight label, and we communicated the last day for a return was 7/25/2022 and it was not returned in the allot timeframe. 

  You are now asking for a refund outside of our return timeframe by 40+ days beyond the final return by date and unfortunately we are unable to process a refund for you.

  We respected your request to speak with management on multiple occasions, had your item re-reviewed and offered an expedited refund even though we stand behind the listing of this item. You communicated that you were unhappy with the responses we provided and encouraged you to return the item on multiple occasions. 

• Initial Complaint

  Date:09/08/2022

  Type:Customer Service 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 made a virtual selling appt weeks in advance only to sit in the ****** link for 20 min waiting for someone to join the call and then to be told (AFTER I CALLED CUSTOMER SERVICE and was on hold for over 10 / 15 min total) that it had actually been cancelled and there are no other appointments available. ****** was completely useless and did NOT help whatsoever and he just told me all they could do is "escalate" my quote request once i submit my item online.i submitted it online and the price they offered is completely insulting AND OFFENSIVE especially considering it's a brand new LUXURY DESIGNER bag WITH tags and NEVER been used. i asked them to revisit the quote esp to take into consideration the HUGE inconvenience they put me through (I WASTED MY WHOLE EVENING LAST NIGHT JUST WAITING FOR SOMEONE TO JOIN THE FREAKIN CALL) and he refused to do anything about it.i asked them if they could at least revise the buyout quote to match the two items (SAME DESIGNER AND SIMILAR STYLES TOO!) i had sold LESS THAN 2 WEEKS AGO and he refused (it was NOT even a huge ask / jump for the match in buyout quotes either).COMPLETELY disappointed with fashionphile's INCONSISTENT business practices and UNPROFESSIONALISM that led to huge scheduling inconveniences and mishap. absolutely disgusted with their customer service and lack of desire to want to retain customer loyalty.

  

  Business Response

  Date: 09/09/2022

  Hello,

  Thank you for your inquiry. I am sorry you didn't have a great experience and waiting for your Virtual Appointment Specialist. Our intention is for you to never have this experience. 

  Our ****** Services Specialists unfortunately are unable to assist with quotes or virtual appointments. I do see he sent a message over to escalate your quote but once an item is quoted, thats the best price we are able to offer.

  If you have any further questions in regards to your quote you can email our procurement department for more information at ********************************

  We appreciate your business and hope you have a great day!

   

  Customer Answer

  Date: 09/09/2022

  this does not address or resolve the issue AT ALL. fashionphile is not even escalating this to the correct contact or even offering to provide ANY RESOLUTION WHATSOEVER

  

  Business Response

  Date: 09/09/2022

  Hello ********,

  I have addressed this situation with our Senior Procurement Manager and she emailed you in regards to your quote and the reasons for the price point.

  Hopefully the information provided breaks down why the price point for the quote was given.

  Thank you.

  Customer Answer

  Date: 09/09/2022

  it does NOT provide any further clarity whatsoever and it is appalling that fashionphile is not transaparent and also PATHETIC in terms of their desire to retain customer / seller loyalty. and how does any of this even accommodate the fact that i wasted a whole evening waiting around for an appointment that no one even showed up to??? unprofessional, unempathetic, and unaccommodating!

• Initial Complaint

  Date:08/30/2022

  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 ordered a LV mini pouchette and was at work when it was delivered to recieve an email that it was signed for by a *******. My name is not *******. I quickly rushed home as this is almost $1000 I paid for someone random to sign (even though they require signature and let somebody else sign for me!!!!). I realized the front desk leasing agent of my apartment her last name is *******. Therefore I ask hey did you sign for a package. She states she was at lunch and the office was locked so *** forged not only a signature that wasnt mine but hers too! I opened a claim and waited patiently only to get an email back from Fashionphile stating the claim is denied bc there is sufficient evidence that it was delivered. The evidence being the signature of a person named *******. I even had the front desk leasing agent email Fashionphile claims team explaining she wasnt in the office to sign. Now the claims department doesnt even pick up my calls and they told me not to email them as it is getting repetitive????? I dont have the package and need a refund

  

  Business Response

  Date: 09/01/2022

  Hello,

  I am sorry for the frustrations with your package. 

  I highly suggest reaching out to your leasing office as *** doesn't know the names at the leasing office. If you feel like it was stolen please file a police report and all future communication, you can email our claims department for more information.

  Thank you!

• Initial Complaint

  Date:08/25/2022

  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.

  I sold *** ************** Vintage Alhambra pendant to Fashionphile on July 31, 2022 with the price of $1200. I used the Shipping Label created by Fashionphile and shipped the item on July 21, 2022 via *** tracking no. 1Z12R0R19096262901. I received an email from Fashionphile on Aug. 3rd, 2022, indicated that Fashionphile has received my package.*** system also shows that my item delivered to Fashionphile on Aug. 3rd, 2022.However, I still did not get the payment for my item. I contacted Fashionphile on Aug. 12, 2022 and asked why I did not get the payment. Fashionphile says they did not receive it and asked me to provide evidence. I replied Fashionphile with tracking No. *** tracking status, and the email Fashionphile sent me saying that Fashionphile has received my item. It's obviously that they did received it, but till today, Fashionphile still did not sent the payment.I will attach the documents showing that:(1) I use the shipping label provided by Fashionphile and shipped my item to Fashionphile on July 31,2022 (2) Fashionphile sent me an email saying that" my item has safely arrived Fashionphile" on Aug 3rd,2022 (3) *** system also shows that the package has "DELIVERED" on Aug 3rd,2022 (4) Fashionphile suddenly changed "they never received my package and refuse to pay me" on Aug 16, 2022

  

  Business Response

  Date: 08/26/2022

  Hello,

  Thank you for reaching out in regards to your Van ****** Upon review in your account, I see that a Claim has been submitted and an investigation has been started. 

  The claim will end September 2nd, until then we do have to allow that timeframe for the claims department to work with *** in this matter. 

  No action can be taken at this time. If you have further questions please reach out to the claims email you have on hand, as they will be the best department to assist you. 

  Thank you!

• Initial Complaint

  Date:08/24/2022

  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 purchased a watch from them. Received it in the mail and all seemed fine. Finally got around to wearing it, and wound the watch - watch does not work nor keep time. Winding it does nothing to the movement. Watch is completely dead. I want the company to pay for the cost of servicing the watch, as they sold a defective product. This cost from the watch manufacturer is $590 plus tax.

  

  Business Response

  Date: 09/06/2022

  Hello,

  Thank you for your inquiry. 

  We received your item here at FASHIONPHILE, we understand that there is a current chargeback, but we are moving forward with refunding order #*******.

  Please be on the lookout for the refund email soon.

  Thank you!

  Customer Answer

  Date: 09/09/2022

  I have yet to see any evidence of a return/credit from the business. My emails are now going unanswered and I have had no updates in 3 days from the company, while they remain in possession of a $3500 item that I am still responsible for on my Credit Card.  

  

  Business Response

  Date: 09/09/2022

  Hello *******,

  I see in your account that you have been refunded for your item. It was refunded via PayPal and you should see the refund in your account up to 2 business days. 

  Thank you!

• Initial Complaint

  Date:08/11/2022

  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 ordered a Chanel purse on June 3,2022 but made payments until paid in full. Once I did they sent me my purse but was told I will have to sign for it to receive it. I never signed for a package from **** Fashionphile told me it was delivered and someone probably stole it on my porch. That I need to file a police report. If it was supposed to be signed for then it shouldnt been left at my door step. Now the company is ignoring me and will not return my phone calls. They only emailed me twice telling me they closed my case. Im out $4676.38. I want my refund for their negligence and not following directions. I have asked for evidence of a signature but have been ignored. The order number #*******. Thank you

  

  Business Response

  Date: 08/16/2022

  Hello,

  Thank you for your inquiry. 

  I understand how frustrating this situation can be. I do see that our ***************** has been in touch with you in regards to the Claim filed and why your claim was denied by *** and Fashionphile.

  If you have further questions please reach out to the *****************, but we do need to follow their protocol to take further action on this claim.

  Thank you.

  Customer Answer

  Date: 08/16/2022

  I was told it was not rejected from **** It was not followed up with fashionphile. Instructions clearly states that someone will have to sign off on the package to be delivered. It was not signed for and there is no proof that they can give to me. I would like my refund on my item and an apology. They were not professional and intentionally ignored my calls and only to email me stating that the claim was dismissed. It was not looked into. When I purchased the item I was clearly informed that for it to be delivered it will have to be signed for. I do not like being given miss information. I would not have purchased the item if they didnt guarantee the signature for delivery. This was fraud in my eyes because Im out $4600

  

  Business Response

  Date: 08/17/2022

  Hello,

  At this time, we do need to follow through with what our ***************** results. 

  If you have further questions please reach out to the ***************** for further explanation. We are unable to give you a refund at this time.

  Customer Answer

  Date: 08/17/2022

  I believe this is unethical business practice and extremely unprofessional. Stealing from their customers, I want to see proof of the signature of the package? If theres no proof I need a refund because the business told me that there will have to be a signature for delivery. It is not my fault if the business partner up with a delivery service that does not follow directions. You guys file an insurance claim and refund my money. This business made false advertisement and misinformation of the process of purchasing. 

  

  Business Response

  Date: 08/22/2022

  Hello,

  Clarifying that you submitted a claim with FASHIONPHILE. Your claim was denied by *** and FASHIONPHILE, at this time there is nothing further FASHIONPHILE can do for you.

  Your claim has been denied by our ****************** If you would like further clarification please email our claims department manager for further explanation.

  Thank you

  

  Business Response

  Date: 08/23/2022

  Hello,

  FASHIONPHILE and *** has worked together to do an investigation and we can confirm it was a successful delivery. 

  Per the claims department: Upon review 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 evidence of successful delivery.
  
  If you suspect that theft was involved in the matter, we recommend following up with your local authorities to file a police report. FASHIONPHILE has closed the investigation.

  This is the only information we have at this time but it was signed for and delivered successfully. 

  Thank you!

  

  Business Response

  Date: 09/01/2022

  Hello,

  FASHIONPHILE and *** has worked together to do an investigation and we can confirm it was a successful delivery. 

  
  If you suspect that theft was involved in the matter, we recommend following up with your local authorities to file a police report. FASHIONPHILE has closed the investigation and will not be giving a refund in this case. 
  

  Thank you

• Initial Complaint

  Date:08/09/2022

  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.

  They gave me an online quote for a necklace I had sent them pictures of for $650 and once I sent them my necklace they damaged it during their inspection and send it back to me saying it was already damaged. I sent them pictures and have pictures of my necklace before sending it in.It was in great condition they are trying to blame it on me saying I am the one who sent it that way. they are doing dishonest business and seems like im not the only one who went through a similar problem.

  

  Business Response

  Date: 08/10/2022

  Hello,

  Thank you for reaching out. In this case, I would recommend reaching out to our *********************** via email and ask to speak to a manager who can help assist in this case. 

  I do see you have already spoken to our ****** Services Team, who have passed this information along to the ***********************.

   

  Thank you

  Customer Answer

  Date: 08/10/2022

  I just called to speak to someone at the fine jewelry department and Im told u can not speak to anyone there. I told them about this response and they just put me on hold with no additional information. Unethical dishonest business you guys are running here and I hope people see these reviews before trusting you guys here expesive items they have worked hard to purchase. Unbelievable how dishonest a company can be. I should have never trusted this scam company. When something seems too good to be true most likely it is. 

  

  Business Response

  Date: 08/11/2022

  Hello,

  I am sorry if you feel like we are scamming you thats not our intention. If you want more details into this, you have to email our ************************ unfortunately they do not have phones to transfer your call.

  Thank you