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Business Profile

Clothing

Atelier New York

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:04/17/2024

    Type:Product Issues
    Status:
    Answered
    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 filing a complaint about Atelier New York (Seattle store) for a transaction that remains unresolved despite numerous attempts to address it directly as required via FarFetch, their partner who facilitated the order, who then corresponded with Atelier *******. On 01-29-2024, I ordered a blazer for delivery to ***********. Due to a family medical emergency I was in ********* when the order arrived in ** on 02-02-2024. Therefore, I couldn't receive the package or try on the blazer. I initiated an online return on 02-12-2024, within the return policy window. The return reached Atelier ******* on 02-22-2024. Despite the return policy allowing 6 calendar days for return processing, 22 days later, on 03-14-2024, I was still in the **) I was informed that Atelier Seattle claimed the blazer was returned with stains and an open pocket. I provided evidence from *********************** that I was overseas at the time of delivery and still there after the items return. FarFetch denied a refund due to Atelier Seattles refusal. Their policy mandates returns be in the original condition and promises a full refund for flawed or damaged items when promptly reported. Due to being overseas it was returned in the original condition and impossible for me to be aware of any damage until FarFetch emailed and informed me of it. As soon as I learned of the damage I requested a refund, but it was denied at Atelier Seattles request. No law permits Atelier NY or any store to force a customer to purchase an item which they've never been in possession of and which the store acknowledge is defective. Despite two *** re-delivery attempts, I refused delivery and returned to the sender each time, per my legal rights. On 04-16-24 I was notified of Atelier NY's disposal of the item and they continued to refuse a refund. I kindly request your intervention to facilitate a refund and ensure Atelier New York rectifies their conduct in accordance with all applicable laws and regulations. Thank you.

    Business Response

    Date: 04/17/2024

    This order was placed directly through ************ who is handling this return for the customer. Upon routine inspection, the item was rejected as it did not meet Atelier New York's return policy agreement with ************.  We were instructed by ******** to return the item to the customer which was rejected upon delivery. We were then instructed to send the item directly to ************'s warehouse where they are handling the item moving forward. 

    Unfortunately, we are unable to refund the client directly as ************ collected original payment and now has possession of the item. We believe this complaint against Atelier New York is invalid as the order was placed through, rejected by, and is being resolved by ************.

Atelier New York is NOT a BBB Accredited Business.

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