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:11/11/2024

  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 ************* wallet to ********************** for an agreed upon $300.00 cash payment (09/20/24). Fashionphile confirmed receipt of my item (10/18/24) and advised me that I was eligible to be paid. Unfortunately; however, at some point I had selected I wanted to be paid out as SITE CREDIT (which is why my account now says $330.00, because an extra 10% bonus is applied for site credit). I do not want site credit. I spoke to a customer service representative today 11/11/24, who advised me that the only way I can get my money is if I use the $300 toward something on the site, they will not pay me for my item. The representative refused to let me speak to anyone else about the matter.I demand that my item be returned to me or I be paid what I was promised ($300) for the sale of this item. I am currently now without the wallet and I've now lost $300 as a result.Thank you.

  

  Business Response

  Date: 11/12/2024

  Thank you for taking the time to reach out and share your experience, ******. Im truly sorry for the frustration and inconvenience youve encountered so far. 
  
  After reviewing your case, it appears there was confusion on our end regarding the possibility of reversing your store credit to a paper check. I apologize for this miscommunication and any inconvenience it may have caused. Please know that *** already taken steps to ensure this doesnt happen again, including providing our team with additional guidance on all available payment options.
  
  Im pleased to inform you that we have already initiated the process of reversing the store credit and issuing your payment as a check for $300. Please expect to receive your check within the next 10 business days.  

  At FASHIONPHILE, were committed to providing clear, reliable service, and we appreciate the opportunity to make this right for you. If you have any further questions or if theres anything else we can assist you with, please feel free to reach out directly. Once again, I apologize for the frustration youve experienced, and thank you for bringing this to our attention.

• Initial Complaint

  Date:11/07/2024

  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 a few items to Fashionphile , and last item after I drop off package to *** , I live in the same state, so item always arrive quickly. But I always follow the tracking info and breathe a big sigh of relief when my items arrive safely. But this time was different; tracking info said it was never delivery, I contacted ** claim on 10/18 , they told me the investigation by the deadline of 11/7. will reach out to you on or before that date regarding the results , and today I received email , said .Upon further review with our Loss Prevention team, we must respectfully deny the claim request. Our team found that the drop-off receipt provided has been altered and is not authentic to the item and its tracking number. I do not understand what do you mean The receipt was from *** store they gave me .I believe they also have camera recording in the *** store , so could proof I did drop off my package safely. Please investigate my claim and give me a response,I also contacted *** , they told me sender need to open a claim with *** , I am disappointed , I have been waiting for over 3 weeks and still not resolve this problem , Please give me item back to me .

  

  Business Response

  Date: 11/13/2024

  Thank you for taking the time to share your experience, ****. I sincerely regret the inconvenience and distress this matter has caused you. I understand the importance of this claim, and appreciate your patience as we worked to resolve the issue.
  After conducting a thorough and detailed investigation, I am pleased to inform you that, upon further review, our ***************** has re-assessed your claim and has determined that it will be approved. We trust this resolution provides you with the clarity and peace of mind you have been seeking. Our ***************** has already been in contact with you directly to convey this decision.
  At FASHIONPHILE, we place great value on the integrity and thoroughness of our claims process. Our ***************** is committed to providing accurate and fair determinations, and we take all necessary steps to ensure that each case is carefully considered. I truly appreciate your patience as our team worked to ensure a comprehensive review of all aspects of your claim.
  If you have any further questions or require additional clarification, I invite you to reach out directly to our ***************** via email at ***********************************************************. They will be more than happy to assist you with any remaining concerns. Thank you for your interest in selling with FASHIONPHILE!

  Customer Answer

  Date: 11/14/2024

  Hi , Im happy you resolved my issue, I have one more question, the payment has been processed to store credit ,but I was need to my bank account(ACH) Can you please help me change payment go to my bank account , I was not setting with store credit , but I dont know why it has been changed. My mom was sick , that is why this payment is gonna use for pay bills,I dont need to store credit on this time , I truly appreciate if you can help me revise my payment option , thank you 

  

  Business Response

  Date: 11/15/2024

  Thank you for reaching back out, ****. I want to express that Im truly sorry to hear about your mothers illness, and I want to assure you that Im committed to resolving this matter promptly for you.
  Im happy to let you know that one of our agents has already confirmed via email that your store credit is being converted to a direct deposit. The payment for the amount of $7,500 has been processed, and you can expect the funds to be available in your account no later than Monday, November 18th.
  We truly appreciate your patience and understanding as we work to ensure this is handled smoothly for you. If you have any further questions or concerns, please dont hesitate to reach out.
  Wishing you and your family all the best during this challenging time.

• Initial Complaint

  Date:10/28/2024

  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 purchased several bags from Fashionphile. This time when I purchased one the bag had a huge black stain on it. This was not disclosed on the listing. I contacted fashionphile and had to wait a few days for a response. They finally responded to me stating that they would do a partial refund of $200 if I kept the bag. I had informed them that I contacted leather surgeons and it would cost me $475 for have it repaired by them. They would need to match and color the bag where the spot was. Plus they would charge me shipping both ways for the bag. Fashionphile refunded to work with me on this and they refused to. I then agreed to send the bag back but I asked them to refund me for the transportation fee that I had to pay to get the bag from one state to another where it was shipped. They refused to do that as well. Its a shame that the company does not care for their long time customers.

  

  Business Response

  Date: 10/29/2024

  Thank you for sharing your experience. Im truly sorry for the frustration and disappointment this situation has caused, especially as a valued and loyal customer. We strive to maintain transparency in our listings, and I understand how upsetting it must have been to discover an unexpected issue that required additional repairs.
  To make things right, I see we're processing a full return of your order for a complete refund. Additionally, in recognition of your feedback, we have issued a FASHIONPHILE gift card. Once we receive the returned item, well also be applying the discount code to your latest order as a gesture of our commitment to your satisfaction.
  Thank you for your understanding. Were here to support you and look forward to providing you with an exceptional experience moving forward.

  Customer Answer

  Date: 10/29/2024

  I lost money on this because I had to transport the package from one state to another. Plus I wanted to keep the bag and have it repaired. However your company was unwilling to pay for the transport or the fixing of the bag. You dont do that to your customer 

  

  Business Response

  Date: 10/30/2024

  We understand that this situation may be disappointing. Our records confirm that the item was delivered to the Oregon address entered at checkout, and any reshipment to a different location would be outside the scope of our transaction. As such, we are unable to provide reimbursement in this case. We appreciate your business and hope our support has addressed any concerns. Thank you.

  Customer Answer

  Date: 11/12/2024

  you have absolutely not addressed my concern. Since your company had not described the bag properly it has cost me money. Has you advertised accurate pictures and the proper description this would not have happened. I understand that a refund for my lost cost can not be issued but I should receive at least a merchandise credit for my cost so that I can use it when I shop for another green bag.

• Initial Complaint

  Date:10/17/2024

  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 designer handbag from Fashionphile in August and it was sent to a Neiman ****** store in ***********, **. When I went to pick up the item I was told that it was already picked up. I then spoke with a *** at *********** who told me they could not help me so I filed a dispute with my bank, *****. After filing the dispute, Fashionphile told me that I would need to cancel the dispute in order for them to help me so I did however I am not receiving any response from Fahsionphile at this time and I am still being charged for the merchandise that I have not received. Please help me correspond with Fashionphile so that I can receive the refund to which I am entitled.

  

  Business Response

  Date: 10/21/2024

  Thank you for bringing this matter to our attention, *****. Im truly sorry that your first purchase with FASHIONPHILE did not go as we all had hoped. I understand how frustrating this situation has been, and regret the inconvenience it has caused you. Please know that our ***************** handles every investigation thoroughly and with great care. After a comprehensive review of your case, we have made an exception to issue a full refund to your original form of payment. I am pleased to share that this refund has already been processed. If you'd like a reference number to confirm the transaction, our ***************** will be happy to provide you with this as soon as it becomes available. I sincerely hope this resolution restores your confidence in FASHIONPHILE, and look forward to the opportunity to serve you again in the future.

• Initial Complaint

  Date:10/11/2024

  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 went in for a buyout appointment on 10/9/24 and got quoted very low for items that were brand new... the people there was very friendly and were nice but i was robbed... the bags i took were brand new never user and they offered me less than 30% for all of them which is a huge scam. I have never experienced something like this and would like to be contacted by somebody from this company and i want my bags back... i never should have trusted them. Its incredible the amount of bad experiences of other people that i have read. At this point all i want is my 5 bags that i took. ******. And i will go elsewhere... this company all it does is rips u off.

  

  Business Response

  Date: 10/11/2024

  Thank you for reaching out and sharing your experience, Andrea. My name is Rachel, and I am the Client Services Department Supervisor at FASHIONPHILE. I genuinely appreciate your interest in selling with us, and I want to take a moment to address your concerns.
  First and foremost, I’m glad to hear that you found our team friendly during your appointment! We strive to create a welcoming environment for all of our clients. However, I understand your frustration regarding the quotes you received for your items. I want to emphasize that when we provide a quote offer, it is entirely at your discretion to accept or decline. By accepting our quote and agreeing to our seller terms and conditions, you are agreeing to the terms of the sale, which is non-reversible.
  In considering our quote offers, I would also like to highlight the notable benefit of our direct buyout process: you receive immediate payment for your items, while we then allocate the necessary time, resources, and cost to ensure the successful sale of your items.
  I truly value your experience and care about your satisfaction with our service.  If you would like me to contact you via phone or email to reiterate this information personally, I would be happy to do so!

• Initial Complaint

  Date:10/09/2024

  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 accepted a quote for a pair of Blue Crystal CHANEL earrings. I received confirmation of good received on September 25th 2024 was told it would take 7-10 business days for authentication process. On the 8th day I sent a message to Fashionable checking in on the progress. I was told it was received and being reviewed by the fine jewelry department it could take days. Yesterday I was on the chat option with Fashionphile checking in. I was told it would take a while longer with no days given to how long? Today is the 10 day still nothing. They have the earrings I do not have my payout. This is unacceptable business practice. Please review all I ask is for the monies obligated by the commitment of their contract. Thank you ****** ******

  

  Business Response

  Date: 10/15/2024

  Hello Angela, thank you for reaching out. I sincerely apologize for the delays you’ve experienced. I completely understand your frustration and appreciate your patience as we worked through this. I am happy to reassure you that your CHANEL earrings have successfully completed the authentication process, and the payout for your item has been processed as of October 11th.
  We strive to provide clear communication and timely service, and I regret that we fell short of your expectations in this case. If you have any further questions or concerns, please don't hesitate to reach out to us and thank you for choosing FASHIONPHILE. 

• Initial Complaint

  Date:09/12/2024

  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 sent them pictures of my bags that I wanted to sell and they offered a price but when they received them they stated they were lowering the price offered or I had to pay to get my purse sent back to me. This is criminal because I know they will sell it for a lot more and they do this when they have your item in possession to make you pay to get it back.

  

  Business Response

  Date: 09/16/2024

  Thank you for taking the time to share your feedback, *******. Im sorry to hear about the frustration youve experienced, and Id like to clarify our process for you.
  When we receive items, we conduct a thorough review to ensure they meet our condition expectations based on the images provided in the quote. In this case, the condition of the bag did not match what was initially quoted, which led to an adjustment in the offer. I understand that this is disappointing.
  Please know that you always have the option to either accept the new offer or decline it. If you choose to decline, your item is sent back to you at no charge. Im glad to see that you decided to opt to accept our revised offer, and I appreciate you choosing to sell with FASHIONPHILE!
  For any future needs or questions, please feel free to reach out to our dedicated ************************** directly. We are here to assist you and ensure your next experience with us is as seamless as possible.
  Thank you again for your understanding, and for giving us the opportunity to work with you! 

  Customer Answer

  Date: 09/16/2024

  This information should be clearly stated when an offer is presented. The bag I sent in was in very good condition which was reflected in the pictures I provided. I have heard from many other people that this same thing has happened to them. It's clear this business wants to try and steal bags from their customers for cheap and then resell them for much more so they are the ones profiting the most. It's a shame they treat their customers this way. 

  

  Business Response

  Date: 09/16/2024

  Thank you for your feedback, *******.  I genuinely appreciate the opportunity to address your concerns and provide additional context.
  At FASHIONPHILE, we are committed to transparency and fairness in all our interactions.  I want to assure you that our process is designed with the utmost respect for our sellers.  In the rare case that we do need to update an offer, we always inform our sellers and give them the option to accept or decline prior to continuing processing the item.  This is outlined in our Seller Terms and Conditions, If FASHIONPHILE determines that your Buyout Item is authentic but not in the condition described in your original submission, FASHIONPHILE will deliver to you an updated Buyout Offer.  This policy is in place to ensure that the valuation reflects the actual condition of the item upon receipt.  I understand that this is disappointing, especially if you felt the item was in better condition.  Please know that we offered the option to decline the updated offer and would have returned your item to you at no cost.  I am happy that you accepted our updated offer.  Our process ensures that you are directly compensated for your item and do not have to worry about when your item sells, as we take that on when we purchase the item from you!  Your experience matters to us, *******!  I hope that this information is helpful and addresses your concerns.

  Customer Answer

  Date: 09/17/2024

  I understand that but when I called and spoke with an associate they told me I would have to pay $75 to have the bag sent back to me. So maybe there needs to be additional training so your employees know how to respond appropriately to customer concerns. 

• Initial Complaint

  Date:09/10/2024

  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 Chanel 22 bag from Fashionphile.com on August 12, 2024, for $5,519.69. When I received the package, it was sealed properly with no visible damage, so I accepted it from the carrier. However, upon unboxing, I found that the box contained only a dust bag and some paper, with no sign of the bag itself. I have an unboxing video documenting this and have sent it to Fashionphile.com (unboxing video: ****************************).After nearly a month of investigation, Fashionphile.com denied my claim, stating: "Our Loss Prevention team has reviewed the images provided and concluded that the package was not tampered with during transit. They also verified that the package was shipped from our facility with the earrings in the package."1. While it is true that the package was not tampered with during transit, this does not address the issue of my missing bag. That's also the reason I accept the package.2. The claim that the package contained earrings is incorrect; I ordered a bag, not earrings. The package included neither the bag nor the earrings, suggesting a possible error in their investigation as they don't really know what item should be shipped.I have uploaded my order details, their resolution email, and my unboxing video here: ****************************. Please let me know if you need any additional information.Thank you.

  

  Business Response

  Date: 09/13/2024

  Thank you for raising this matter to our attention, ****.  I apologize for the frustration and inconvenience youve encountered with your recent order. I fully understand how upsetting it must be to receive a package that is missing the item you purchased.  At FASHIONPHILE, we take these matters seriously, and our ***************** is dedicated to thorough investigations.
  While we stand behind the determination that there was no evidence of the package being tampering with during transit, I regret the error in our communication regarding the contents of your package.  Our communication thread with you was handled alongside another active investigation, and in a rare oversight, the item was mistakenly referenced from the other case.
  As a gesture of goodwill and to make amends for the communication error, we have issued a full refund of $5,519.69 for your purchase. We hope this resolution reflects our commitment to your satisfaction and reassures you of our dedication to providing a positive customer experience.
  We appreciate your patience and understanding throughout this process. If you have any further questions or need additional assistance, please do not hesitate to reach out. We value your business and hope you will consider shopping with us again in the future.

• Initial Complaint

  Date:09/10/2024

  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 got a qoute to sale my Fendi bag on 8/24/24. I shipped it that day because I accepted the offer. My purse was delivered to the New York store on 8/28. I have yet to receive my payment and it is 9/10/24. I am concerned my purse is even there. Everytime I speak with someone they say it is there but has not been appraised. I actually bought the purse from Fashionphile so not sure what is taking so long.

  

  Business Response

  Date: 09/16/2024

  Hello *****, thank you for reaching out, and I sincerely apologize for the delay in processing your item. Due to an unexpected increase in the number of sellers, our processing times have extended beyond what we typically strive for. I also want to acknowledge the communication youve received, and we deeply appreciate your valuable feedback.
  I completely understand your concern, and I regret any frustration this delay has caused. I'm pleased to inform you that your payment was processed on 9/13/24. Please be aware that it may take up to 5 business days for the funds to appear in your account, depending on your bank.
  We genuinely appreciate your patience and understanding during this time, and we are committed to improving our processes to better serve you. Should you need any further assistance, please don't hesitate to reach out.

• Initial Complaint

  Date:09/04/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent a handbag with the ** number of #******* tracking number #1Z2156x69002160711 I shipped this bag a ****** hobo on August 16 2024 and never received my payment which is $75.00. I contacted the business and they said my package was checked in on August 27, 2024. I waited the recommendation of a few days and still no money at all. I tried to contact this business several times and they continue to ignore me. They are basically stealing money by not paying me what is owed. Below I have screenshots of my item number and the email the business had sent me. Yet I have no way of getting my money. Can you please help me.

  

  Business Response

  Date: 09/06/2024

  Thank you for reaching out and sharing your concerns with us, *******. I sincerely apologize for the frustration this situation caused, and I want to thank you for choosing to sell with FASHIONPHILE.
  After reviewing the details, I see that your item (Quote ID #*******/Item #*******) was checked in on August 27, 2024. We responded to your initial email on August 28, explaining that currently payments are typically being processed within 5 business days, and that we are experiencing delays due to a recent increase in packages.
  Our *************** Specialist promptly replied to your follow-up email within 24 hours, informing you that your item had completed authentication and that you could expect your payment to be released within 1-2 business days.
  I am pleased to inform you that your payment has now been issued!
  Thank you for your patience throughout this process. Should you have any additional questions or concerns, our *************** Department is here to assist you. We value your long-standing relationship with us and look forward to serving you again in the future.

  Customer Answer

  Date: 09/06/2024

  
  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,
  
  *******************************