Complaints

This profile includes complaints for Valentino USA Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Valentino USA Inc.

  11 W 42nd St Fl 26 New York, NY 10036-8011

• 

  Valentino USA Inc.

  693 5th Ave New York, NY 10022

• 

  Valentino USA Inc.

  122 Hudson St Fl 5 Chinatown, NY 10013-2355

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:01/02/2025

  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 December 16, 2024, I purchased several items from Valentino, USA on the official Valentino website under order# *************. I was on the website to purchase a perfume for my fianc, which was the ***** BORN IN **** EAU DE PARFUM. While searching the website, I was greeted with a pop-up/advertisement stating that if a customer spends $150+, you will receive a complimentary gift. At first, I was only seeking to purchase the 50ml perfume advertised for $135, but figured it would be a great deal to purchase the 100ml for $165 and also receive a complimentary gift advertised by the company. From there, I had selected the 100ml bottle and added it to my cart. I was then able to select a complimentary gift from the gift screen, but noticed that several of the gifts were marked as out of stock. In this case, I selected a gift that appeared to be in stock and it was added to my cart. Upon checkout, the website prompted me to create an account, which I obliged, and proceeded to checkout. At the time, my checkout screen had showed the perfume, complementary gift and a free gift box (3 total items). I received an automated confirmation email from Valentino on 12/16/2024 at 10:03am following the purchase with an order number, but no receipt. On the same day at 4:06pm, I received another email stating the order was shipped, but only showed the perfume and free gift box in the summary. I didnt think much of it. Eventually, the order came and did not include the complimentary gift I selected. I reached out to the company and they first stated that the gift was now out of stock and is why they state while supplies last. I asked for a new in-stock gift to be delivered to me and received an email several days later stating that I was actually ineligible from receiving it because I utilized the ********* coupon, which cannot be stacked with any other promotions. I stated that I did not add that coupon and realized it was added automatically upon account creation.

  Customer Answer

  Date: 01/26/2025

  At this time, I have been contacted directly by Valentino USA Inc. regarding complaint ID ********, however my complaint has NOT been resolved because:

  [Your Answer Here]

   I have still not received the gift I ordered with my original item. I was randomly sent another small Roma perfume which was received on 1/15/2024, but never received any written information until the following day by Valentino stating that they sent the gift with purchase out to me and to allow 3-7 days for shipping. Im not sure if they are trying to send me a small Roma perfume in its place or if there is another gift on the way. Either or, I didnt respond to them yet since I have a BBB complaint filed. However, I will respond so long as you (BBB) think I should. I didnt even receive a tracking number for the gift they are supposedly sending through the mail. Additionally, the gift I actually purchased with my original item was a small women's clutch as far as I remember. I am unable to upload the screenshots I took due to the size being too large. I can provide these to you via email if possible. The first photo is the smaller Roma perfume. The second is the slip that came with the perfume showing it was sent on 1/15/2024 and the third is a screenshot of the email Valentino sent which I believe indicates another gift may be coming, but its hard to tell since theres no tracking number accompanying the email.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  Sincerely,

  ***** **********

  Business Response

  Date: 03/31/2025

  Hello,

  The order in question was not made on **************************. The client shopped on Valentino Beauty, which is owned and operated by ******. Please contact theme regarding your dispute. 

• Initial Complaint

  Date:10/02/2024

  Type:Order Issues
  Status:

  UnansweredMore 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've been speaking to your people online but these were a gift from my wife's boss to my wife. They're obviously defective. Please see photos hopefully you will allow me to exchange them.

  Customer Answer

  Date: 10/27/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Valentino USA Inc. regarding complaint ID ********.

   

  please help 
  
  Sincerely,
  
  **** ******

  
  

• Initial Complaint

  Date:09/27/2024

  Type:Product 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 called the boutique on *********** to check if they have in stock shoes that I wanted to purchase and was given the cell phone number of the sales person to text specifications of the item. I texted back looking for Caged Rockstud 50.I chose one and inquired if I could return if I feel it does not go with the dress. I was told it wouldn't be a problem so I paid cash and left. I came home and realized it wasnt the correct shoe. I asked if I could come to return the shoes and get a refund, and was told yes. I came to the store NOT BLAMING FOR INITIAL MISLEAD ON REQUESTED HEEL SIZE, and you wouldn't believe the treatment i received.I was not given a refund due to my initial method of payment seeing as the store does not have cash and I could only get a refund by having a check mailed back to me. No where throughout the entire shopping experience was I told that there's no cash refund. Wouldn't it make sense to tell the person who is asking about the return policy and paying in cash to tell them that no returns in cash can be made? Me being a *************** member in ******** and one of the members of the *************************** gives a clear understanding what is right and wrong. One of the sales associates upon my request refused to provide me with a receipt stating that I'm returning the shoes.He deceptively told me -"we do not have any such return receipts. I can just sign your original receipt from the purchase". Which did not sit well with me -who is to say that I didn't do it myself, nor it could be an acceptable practice. Which makes the whole refund situation more and more dishonest.Eventually the ***** ******** appeared again to whip up a return receipt, albeit a wrong one indicating credit not returned for refund but at least acknowledging the returned items. When I returned home my blood pressure was through the roof and the feeling of disgust was still lingering and I have yet to receive my refund.

  Customer Answer

  Date: 10/25/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved. I received refund.
  Thank you
  ****
  
  Sincerely,
  
  **** ********
  
  
  
   
  
  

• Initial Complaint

  Date:06/25/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 2/28/24 I dropped off a repair for a shoe that had manufacture defect. The shoes were 1 year old at the time and worn once. The patent leather on the shoe heel blistered and caused a crack in the leather. This is clearly a defect in the way the leather was applied on the heel. I had brought the shoes into the ************** location in *** for service repair. The shoes were originally purchased in store. My service repair number is #*****. I was told 4-6 weeks and then later confirmed 6-10 weeks for service. It has been **************************************** the run around as to where my shoes are. No estimated time frame provided since as to when they will be returned, no clarity on where my shoes are has been provided. My shoes are potentially lost and they are buying time. I email them weekly and dont get responses and am forced to continue to follow up to receive a generic response, or finally hear back that it is being expeditedwithout any real information. The repair is over 6 weeks late and was told they are not fixed yet but attempting to expedite since March? I go out of my way to go to the store to speak to someone and nobody answers my question as to where the shoes are or when they will be returned back to me. They have refused to replace my shoes as well. No solution for the fact that they took my shoes and have not returned anything back to me and cant tell me when the job will be complete or where the shoes are. This is considered theft!

  Customer Answer

  Date: 07/19/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Valentino USA Inc. regarding complaint ID ********.
  
  Sincerely,
  
  ***************************
  

• Initial Complaint

  Date:05/13/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Bought shoes from Galeria store. They did have my size. The sales agent showed another style and said that it has the same fit. But the shoes were of not the same style. They were hurting my feet. I wore them for an hour and I had unbearable pain. The shoe store was not helpful. They said all they can do it get it stretched. They said they become better with a couple of wears. But even after that I cant wear them comfortably. They are too tight. Surprisingly they dont even have a helpline to listen to customer complaints. No one from the store ever bothered to talk or call me. So much for a brand.

  Customer Answer

  Date: 06/07/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Valentino USA Inc. regarding complaint ID ********.
  
  Sincerely,
  
  *******************
  

• Initial Complaint

  Date:08/21/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 pair of Valentino shoes for my daughter for her birthday from Bergdorf *******. Upon receipt of these shoes, they looked like a display or used. I called the store and they offered me a credit for the inconvenience. I didn't have a choice as they didn't have any more in her size at the time. AFter she wore the shoes on 2 different occasions, the inside of the shoe began to fall apart. The sole is coming off, leaving a glue residue behind. When she wore the shoes her foot sticks to the bottom. She took the shoes on vacation so they were her only dress shoe to wear. Once she sent me pictures, I reached out to *********************** and spoke with a Supervisor ***** who stated we cannot take shoes back that have been worn. Well, how would you know this would happen unless you wore the shoes? There was nothing they can do for me. My daughter reached out to Valentino and also stated that they were unable to do anything about these shoes.

  Customer Answer

  Date: 09/14/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Valentino USA Inc. regarding complaint ID ********.
  
  Sincerely,
  
  *******************
  

• Initial Complaint

  Date:08/04/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 Valentino slides from their Mykonos boutique (Invoice #*******) on July 19 2023 (2 weeks ago). I came back to ********, wore them for the first time, outside, a day after it had rained, and the soles were destroyed. One single wear! That is unacceptable for a supposedly high end brand, when you spent more than $700 for sandals. It's not like i wore them in the snow or under pouring rain, or have worn them for years.I went to the Valentino boutique in ******** ********* to get a resolution, and they were not very helpful. Putting aside their attitude, they said the only option they can offer is to have the sandals sent to ***** to be repaired, but that would take at least 2 months, and they can't monitor it, expedite it, or tell me when I'll get them back. Unfortunately, that's unacceptable. After seeing the reviews from other people that they never got their repairs back, or that it took 5 months, even in 2 months will be winter and the sandals useless. This was not a normal wear and tear situation, the sandals were brand new and got disintegrated on the first wear. They would not offer to have it repaired locally, or any credit or exchange, because I purchased the sandals in Europe, not in ********.I am honestly shocked by the quality of the soles, and the quality of customer service. It's not my first time buying from Valentino, and I regularly buy from other high end brands as well as my family and friends, and this never happened before. I am extremely disappointed and at best will never buy anything from them again.

  Customer Answer

  Date: 08/29/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Valentino USA Inc. regarding complaint ID ********.
  
  Sincerely,
  
  ***************************************
  

• Initial Complaint

  Date:01/26/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 purse on 12/05/2022 under order # *********US22. I returned the order and it was verified received by Valentino on 12/30/2022, yet they have failed to refund my money. They said it could take **** days for a refund, but its been way over that timeframe and I have not received a refund. They said they were escalating the issue to upper management and IT department to issue a refund but I still have not received a refund. They have not told me why there is an issue regarding my refund but keep going in circles by saying they are escalating the issue.

• Initial Complaint

  Date:12/27/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 pair of Valentino sunglasses with a detachable chain in early 2022. The chain broke soon thereafter and I arranged with customer service for a replacement chainto send them back to Valentino. The original complaint was filed with Valentino on June 6, 2022. On august 31, 2022 I was contacted by ***********************, the after sales manager at the *** location stating that I could expect a replacement in **** weeks, and an update in ***** days. I have received neither a replacement, nor an update despite several follow **** Additionally, I have now moved addresses and need to change my info with them for the replacement but I have not received any response. Id also like to note I just need the chain as I changed the lenses in the glasses to my prescription so a new pair wouldnt be of any use to me.

  Customer Answer

  Date: 01/20/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Valentino USA Inc. regarding complaint ID ********.
  
  Sincerely,
  
  *****************************
  

• Initial Complaint

  Date:11/16/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Order placed on 10/30/2022, for a perfume gift set. Due to my order being over $100 I was supposed to receive a free gift of 15 mL of the Born in Roma ***** spray with a travel pouch and 2 samples. Order #: ************. At check out I was offered a promo code for a first time buyer. All items were in my cart (free gift automatically added to cart) once the order was completed, I received a completion notice but no order summary. When I received the shipping email on Oct 31, the order summary didnt list the free gift. I called customer service at 12:39 pm Oct ************************************************************************************* still get my free gift as I qualified for it. I received my order on Nov 2 and there was no gift in my package. I called customer service at 6:42 pm and was disconnected. I called again at 6:46 pm and was told by customer service that many customers had the same issue. That there was a system error with the free gift when customers used a promo code. He said hed be able to help me. When he pulled up my order he said he couldnt send me the gift because it wasnt in the order summary. I reminded him of what he just said about the system error but he said he couldnt help. I requested to return the order but was informed that I would have to pay the return shipping because nothing was wrong with my order! I stated that it was as I was missing promised items. The representative refused to help with my issue so I requested a supervisor. After being on hold for 30 mins, I was told that there was no supervisor available and I would have to go on the callback list (supervisor to call me within 24 hours). Nov 03, I called at 7:16 am to get a new rep but no luck. I called again at 6:01 pm and got the same rep as the day before. I informed him that no supervisor called me. He tried to find one but after 30 mins he put me back on the call back list. It is now ****************************************************** my issue resolved.

  Customer Answer

  Date: 12/11/2022

  Better Business Bureau:
  
  At this time, I have not been contacted by Valentino USA Inc. regarding complaint ID ********.
  
  Sincerely,
  
  *************************