3.1 Phillip Lim Retail

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: Please let me know which business location I should return the bag and the receipt toThank you, [redacted] In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
Please let me know which business location I should return the bag and the receipt to.Thank you, ***
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:At this time, my complaint, ID [redacted] regarding 3.1 Phillip Lim Retail LLC has been resolved.
(By clicking "OK", your complaint will be closed as Resolved.)
Sincerely,[redacted]

3.1 Phillip Lim understand [redacted]’s frustration with our initial response to her complaint. Our position not to exchange the bag or refund [redacted] is not the customary policy of 3.1 Phillip Lim.The bag was purchased at a sample sale that was managed by a third party, 260 Sample Sale. Like most...

sample sales, many of the items on sale are prototypes (also known as samples) from the design team that are used to test functionality and detect any design defects. Throughout the sale’s location and on the receipt it is clearly stated: “ All Sales are Final. No Returns, No Exchanges, No Refunds.” Our sample sale sale’s policy does not reflect our standard corporate sales policy.Complaints with 3.1 Phillip Lim products purchased online, at one of our stores, or at another retail location are handled with utmost seriousness. We do not hesitate to provide a customer a refund, exchange or repair of a product. In no way does the company want a customer to feel “deceived” by a product that we have chosen to sell. Therefore, we have chosen to issue a refund of $489.94 to [redacted] upon receiving a copy of the receipt and the bag. We apologize for the aggravating situation that [redacted] has experienced and hopes she will shop with us again in the future.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Please let me know which business location I should return the bag and the receipt to.
Thank you, [redacted]
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

3.1 Phillip Lim understand [redacted]’s frustration with our initial response to her complaint. Our position not to exchange the bag or refund [redacted] is not the customary policy of 3.1 Phillip Lim.The bag was purchased at a sample sale that was managed by a third party, 260 Sample Sale....

Like most sample sales, many of the items on sale are prototypes (also known as samples) from the design team that are used to test functionality and detect any design defects. Throughout the sale’s location and on the receipt it is clearly stated: “ All Sales are Final. No Returns, No Exchanges, No Refunds.” Our sample sale sale’s policy does not reflect our standard corporate sales policy.Complaints with 3.1 Phillip Lim products purchased online, at one of our stores, or at another retail location are handled with utmost seriousness. We do not hesitate to provide a customer a refund, exchange or repair of a product. In no way does the company want a customer to feel “deceived” by a product that we have chosen to sell. Therefore, we have chosen to issue a refund of $489.94 to [redacted] upon receiving a copy of the receipt and the bag. We apologize for the aggravating situation that [redacted] has experienced and hopes she will shop with us again in the future.

Review: This complaint is for both 3.1 Phillip Lim and 260 Sample Sale ([redacted]. I purchased a large tote from 260 Sample Sale / 3.1 Phillip Lim on the first day of a sample sale event (5/**/15). At the time of purchase, there was no tag, label, or indication that the bag was defective. It was priced in line with all other large totes at the sale ($450+tax). I used the bag for 3 days that week, on the third day (5/**/15), the strap completely detached from the bag! The second strap is about to detach as well. I contacted 260 Sample Sale, went to a 3.1 Phillip Lim retail store in NYC, and contacted Customer Care. The response was, they cannot do the repair, they cannot provide an exchange on a final sale item, they cannot provide a refund. However, as a consumer, I feel deceived / duped into buying a shoddily made bag. Someone had used leather screws to attach the bag to leather! Of course the leather would give way as soon as someone puts something in the bag! The bag itself is also a fairly heavy leather tote even when empty. I believe as a consumer, I should have the right to believe that the good would be of reasonable quality and actually function as a bag for longer than a week. When purchased, the "as is" condition of the bag had BOTH straps in place (I have pictures to back this claim up as well), so I was unaware that the bag would be faulty. There was no indication that the bag would perform any differently than all other bags sold at the sample sale (or their retail store for that matter). I informed the retailer in a reasonable amount of time (less than a week given the Memorial Day holiday) and did not expect that FINAL SALE, NO REFUNDS, NO EXCHANGES, applied to defective items that NEVER should have been placed on the floor and sold for $450 in the first place. Extremely disappointed at the customer service response.Desired Settlement: I would like a refund of $489.94, which is the amount I paid for the bag + tax. The retailer already turned me down on repair options through their internal repair shop. While I'm in the process of inquiring what the price to repair the bag will be, I do not expect it to be cheap given the terrible craftsmanship to begin with.

Business

Response:

3.1 Phillip Lim understand [redacted]’s frustration with our initial response to her complaint. Our position not to exchange the bag or refund [redacted] is not the customary policy of 3.1 Phillip Lim.The bag was purchased at a sample sale that was managed by a third party, 260 Sample Sale. Like most sample sales, many of the items on sale are prototypes (also known as samples) from the design team that are used to test functionality and detect any design defects. Throughout the sale’s location and on the receipt it is clearly stated: “ All Sales are Final. No Returns, No Exchanges, No Refunds.” Our sample sale sale’s policy does not reflect our standard corporate sales policy.Complaints with 3.1 Phillip Lim products purchased online, at one of our stores, or at another retail location are handled with utmost seriousness. We do not hesitate to provide a customer a refund, exchange or repair of a product. In no way does the company want a customer to feel “deceived” by a product that we have chosen to sell. Therefore, we have chosen to issue a refund of $489.94 to [redacted] upon receiving a copy of the receipt and the bag. We apologize for the aggravating situation that [redacted] has experienced and hopes she will shop with us again in the future.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Please let me know which business location I should return the bag and the receipt to.Thank you, [redacted]

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

Sincerely,

Consumer

Response:

At this time, my complaint, ID [redacted] regarding 3.1 Phillip Lim Retail LLC has been resolved.

(By clicking "OK", your complaint will be closed as Resolved.)

Sincerely,[redacted]