Barneys New York

Review: I tried to purchase a Paul Smith billfold wallet on the barneys website. It was advertised as on sale from $235 to $89. I punched in all the necessary information: billing address, shipping address, credit card number. Everything. But when I hit the "complete purchase," the item suddenly became "no longer available." It is possible that barneys only had one wallet available and sold it during the five minutes time it took me to place the order. It is equally possible that barneys never had the wallet available and this was a "bait and switch" tactic. In any event, the wallet was available when I began the purchase; barneys should have honored the sale.Desired Settlement: I want barneys to sell me the wallet at the advertised price.

Consumer

Response:

At this time, I have not been contacted by Barneys New York regarding complaint ID [redacted].Sincerely,[redacted]

Review: Bought a sweater from Barneys NewYork warehouse, adversed as italian yarn, however when I received, the label indicate it is 100% cotton.

Havenot worn this sweater, but Barneys New York Warehouse refuse to returnDesired Settlement: Hope that they can accept the return.

Business

Response:

To Whom It May Concern:We have spoken to the customer directly via the phone number provided in the complaint. We have resolved to the customer's satisfaction.Thank you.

Review: Purchased a pair of sunglasses and a pair of shoes online and when I received the box the sunglasses were not inside. I contacted them and they would not offer me a refund. The service was terrible, and they did not take any ownership or responsibility for not shipping out my purchased items.Desired Settlement: I would like to be refunded for the sunglasses that were not shipped to me.

Business

Response:

Dear [redacted],I am eager to assist in this matter and can be contacted directly at ###-###-####. Should you have a moment, please feel free to reach out and I will look into the matter for you. We have a series of checks and balances in place in our distribution center that assist us in guaranteeing that goods are shipped as specified in the order. We should be able to determine very quickly if anything was missing from your order.Please when you have a moment give me a call and I look forward to assisting you.Warmest Regards,Kevin T[redacted]

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:

[Your Answer Here]

I have already spoke to two different customer service representatives who promised me a refund when I opened up a dispute with my credit card.Baris K[redacted] on August [redacted]andLaShanna B[redacted] on August [redacted]I understand your procedures, but as I stated to them I had planned to have these sunglasses by yesterday when I left for my vacation. I am now in another state and don't have access to the funds I would otherwise use to purchase a new pair. It's been over a week since my initial complaint and there has nothing that has been accomplished. I would like a refund for a product that I did not receive!

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

Sincerely,

Consumer

Response:

At this time, I have not been contacted by Barneys New York regarding complaint ID [redacted].Sincerely,[redacted]

Review: I originally filed complaint#[redacted] on 12/**/14.

On 1/*/15 I accepted Barney's resolution and they were suppose to send me a gift card. To date it has not been received and I do not have any contact information to reach out to Barney's directly.

On 1/**/15- I emailed [redacted] asking for an update on this case and I informed them I did not receive my gift card. To date I have received a response.Desired Settlement: Because the original agreement was not fulfilled. I would like a refund to my credit card for the amount of $426 plus tax.

Business

Response:

Good Afternoon,After reviewing the transaction history for this purchase I was able to ascertain the following:Initial purchase was made 11.**.14First Markdown was 12.**.14According to our company policy we offer price adjustments on first markdown only and only if the item has been purchased within 7 days of the first markdown taking effect. This purchase was made 19 days prior to the first markdown taking effect and as a result we would not normally make an adjustment.If the customer could provide a contact name for the individual to whom she spoke regarding receiving a gift card for the adjustment I would be happy to follow up directly. Please advise if the customer can provide this information.Thank you.[redacted]

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:

As I stated in in the complaint details. I already filed a complaint back on 12/**/14, the complaint number is [redacted]. I can still access the original complaint so I believe you should be able to as well.On 1/*/15 I received a response to that complaint from [redacted] and I have attached a screen shot and a print out of the message I received back on 1/*/15. If you go to the original complaint on your end you should see the same message sent to me.Since the original offer that Barney presented me was not honored and I never received the gift card I have opened a new complaint, which is this one now.As of now I would like to have a credit to my credit card processed in the amount of $426 plus tax. I can be reached at ###-###-#### if you have any questions or would like to discuss this further.

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 Barneys New York has been resolved.

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

Sincerely,[redacted]

Review: I ordered a sweater and face cream from Barneys New York online. My order number is #[redacted]. The [redacted] man came to my apartment and I was not home, he stated that he left my package with a neighbor. I contacted my neighbor who stated that she never got any package. Two things I must point out, at no time did I ever give Barneys or [redacted] any permission to leave my package with anyone. At no time did I ask anyone to sign for anything. Barneys contacted [redacted] and they stated they left the package with a next door neighbor because I was not home. I asked two neighbors and they stated they never received anything. The point is that I should not have to pay for this when I never received it and [redacted] admitted it was left with a neighbor. Barneys has been hesitant to refund me and I think it is grossly unfair. I never received anything and I need back a full refund.Desired Settlement: I want my fee of $393.40 returned to my credit card. They admitted [redacted] made a mistake.

Review: Hello.

Purchased a pair of shoes at Barneys New York store on 11/**/2014. This was on sale and they did not have it - said will deliver it promptly.

I paid cash - $759. Since the pair was not available, two sales persons - [redacted] & [redacted] (the [redacted]) assisted me in finding this pair - Size 12 in their system (I was with them in a store). I paid cash and provided my address for delivery.

Order Number: [redacted] Order Reference Number: [redacted] Order Date: 12/**/2014 04:08 pm, EST Amount Charged: USD 759.00

Later on, on Dec **, received an email cancellation for my order. No money returned - nothing. Like a gift. Thanks to Barneys.!!!Desired Settlement: I do not think it is a fair game. I came to store, talked to two associates (one being a [redacted]). They checked the system - found the item.

I paid cash - $759.

1. I would like to get my pair of shoes - I am sure the store has it. 2. Or a better value - they will need to show/send me a picture.

3. I retain ability to return it - new of cause. 4. Needs to be done before a new year comes - it was a gift.

5. I can come in and pickup my pair - I work near the store.

Thanks for your attention.

Business

Response:

Thank you for forwarding notice of this complaint. It is my understanding that the amount paid for the item has been refunded back to the purchasers credit card at this time. Please let me know if there is anything further required to resolve this matter.Best,[redacted]

Review: I placed an order on the website Order Number [redacted].

Withing 15 days of receiving my order the show went on sale for a significant price decrease.

Original Price $675

Current price on website $249.

Here is the link [redacted]Desired Settlement: I would like to be granted a price adjustment.

Business

Response:

To Whom It May Concern:With regard to price adjustments, our company policy states that we will honor an adjustment if the item was purchased within seven days of the markdown and only for the difference between the full price of the item and first markdown. Subsequent markdowns do not qualify for price adjustments.The item was ordered 23 days prior to the first markdown and received by the customer approximately 15 days prior to the first markdown. This would not qualify this purchase for an adjustment according to our policy. However, as an exception I am happy to offer the customer a gift card for the amount of the first markdown i.e. from $675 to $409. This would be a $266 gift card. Should the customer be amendable to this offer I am happy to have a gift card sent out to her?

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I ordered a Hugo Boss suit for my husband's birthday a few days before the date, and they delivered in time. Only that:

a) It was a different color from what I had ordered;

b) The product was made in Lithuania rather than, as they had advertised, Italy;

c)...and the most shocking part: THE BOX DELIVERED ONLY CONTAINED THE SUIT JACKET!!!

I immediately contacted their Customer Service (it was 7pm on a weekday) but they were not working, allegedly due to weather conditions. So I wrote them an e-mail telling the issues with my order. Their staff answered me more than 24 hours later (this is already 5 days until my husband's birthday), saying they would try to find the suit's pants - and for that, they said they would need additional 24 to 48 hours.

24 hours later (4 days until my husband's birthday) Barneys sent me another e-mail, this time saying they would not send me the pants but give me back my money AS LONG AS I FULFILLED SOME CONDITIONS. As if they had not caused me enough trouble already, the conditions to get my money back were:

1. I would need first to find a [redacted] store that is open on weekends (I happen to work during business days);

2. Print out, at that [redacted] store, the label provided by Barneys to ship the jacket back to them;

2. Buy a box, put the jacket inside it, and paste the label to that box; and

3. Go back to that [redacted] store and ship the jacket back to them.

I cannot believe I will have to take from my time, walk all the way to a [redacted] store to do all this just to get my money back for a problem Barneys had and for which I was the one who was harmed. All that after the company totally spoiled the surprise I had prepared for my husband. We are now only 3 days away from his birthday, and not only we do not have a suit we also have US$350 less in our account - and that it will remain like that unless we obey Barney's orders to get our money back. Well done, Barneys.Desired Settlement: Given all the distress Barneys has made me go through, it is more than fair that they not only refund my money but also provide me with the actual suit (pants and jacket, this time) free of charge. We are not dealing with a small-time, amateur retailer here - and that is why I selected them for this purchase in the first place. Given Barneys scale and history, customers like me not only expect their products to be of the quality they advertise (it was not, as the jacket sent was not made in Italy) but to actually receive the product, and not a half-product. Seeing only the jacket inside the box I felt swindled, as if you paid for an apartment but only got the keys to its bathroom, as if you paid for coffee and only got hot water. Plus, my husband's 31st birthday will now go by without a present to celebrate, and that is priceless.

Business

Response:

The client has returned the item that was shipped. It is presently on the way back to us via [redacted] and we are in the process of refunding the purchase price.

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:

I did not get my money back yet. Also, an attendant from Barneys named [redacted] called my husband last week just to say how amazing it was that Barneys had lost the suit pants!!! He did not call to make amends, nor to apologize. Just to say that this happened only twice in Barneys history! (then again, this was according to the guy - by reading other customers' reviews on the company, I honestly find that hard to believe...) Should we feel honoured??? Well, in the end of the day all we did was lend Barneys 350 dollars for nearly one month, interest-free - with the additional that we had to drag their jacket back to [redacted] to kindly ship it back to them. Well done, Barneys.[Your Answer Here]

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

Sincerely,

Business

Response:

Good Morning,We offer our sincere apologies to the customer and acknowledge that the error in shipping only the jacket from the suit was entirely our mistake. In speaking with the customer I assured them that we had exhausted all efforts to find the matching pants and that in the absence of them being found we were happy to offer a full refund as well as cover any and all shipping charges to have the jacket returned to us.It is my understanding that the customer will be contacted today to assess the out of pocket expense and that all charges will be refunded before the end of business today.Again, our apologies go out to the customer as it is never our intention to disappoint anyone who chooses to shop with us at Barneys New York.

Review: The first issue I have is that Barney's New York, changed my account number without notifying me and sending me a new card. I received a letter just yesterday stating that my card account number would be changed 8/*/2013. However, I purchased a few Items using my old card which works fine a few weeks ago. When I went to return one of the items last week, I was told that I could not do so because the account number on the receipt didn't match my card. At first, I thought that I had used my husband's card by mistake. When his numbers didn't match, I called Customer Service to see what gives. They explained that they changed my card number and that I would get information explaining their new process along with a change in agreement terms. Barneys, has a 30 day return policy with a receipt, which I had at the time I attempted to make my return. I was told to go back to the store and they would take it back. I could not go back because the store is 11 miles from my house, I was already home and I was leaving for Paris the next morning for work. No one at customer service would help me work out a solution that didn't involve me coming back to the store that night or sending a $75 overnight Express Mail Package with a letter explaining my situation. I asked if they could extend the return policy just this once because this wasn't my fault, I had done everything right--They said no. I now have to keep a $600.00 Shirt that I don't want. And Barney's Credit Card charges 24% interest on their cards. They are profiting by changing customers cards without telling them because a Customer Service Supervisor non challantly told me that I wasn't the only one this had happened and that her hands were tied. My second issue is that I placed a Barneys online order on June *, 2013, for 2 shirts for my twin nieces. The shirts were on sale for $139.00. I was only sent one and the other was put on back order. I called to ask when the other would be sent and I was told that because they were on sale they would not be restocked but there was always a chance that one may be returned. Because the shirts were birthday gifts, I asked the representative to cancel it. Yesterday, I got an email notifying me that there was a package being sent to me from New Jersey. I received another email some time later letting me know that the shirt was in stock and being sent to me. My credit card was charged for 151.00,( $139.00 + $12.51 tax). I called web services this morning because the shirt has been marked down to $89.00. I asked why I wasn't charged this price and the woman told me that when I placed my order on June *, 2013, I agreed to buy the shirt, at that price. I told her that if I agreed to by the shirts at that price, then they should have both arrived at the same time, but since they weren't and they had already been marked down again I should have gotten the lowest price. I asked to speck with a supervisor and the supervisor told me that they could not do a price adjustment. I told her that they had done one already in my case but they adjusted it to the higher price. She said that there was nothing she could do. This is robbery pure and simple. My credit card was charged without my permission. My account number was changed without me knowing and without sending me a new card which still hasn't arrived. I can still use my old card to make purchases but in order to make a return of any sort, I have to have the card in my possession. I have to drive 22 miles roundtrip from my home again to Barney's in Beverly Hills to make a return for a shirt that I wouldn't mind keeping for $89.00 plus tax but not for 139.00.Desired Settlement: I would like to have both items at thier lowest mark down prices. The first item I'd like to have the lowest mark down price because it's not only on sale but when I went to return it I couldn't because my card number had been changed without telling me. I won't be back in los angeles until mid-July after the 30 days so I have to keep it. I asked them to extend the return date for me and they said no. So I want it at the lowest price because they are making me keep it. Secondly, I'd like the backorderd shirt at the $89.00 price or it's lowest price, because it was maked down for the second time, a week before it was charged on my card which is really wrong.

Business

Response:

Thank you for forwarding this concern. I have reached out to the customer at the phone number provided by the Revdex.com and left a voicemail with my return number. I am eager to assist and I am sure we can resolve all of this to the customer's satisfaction. I will attempt to reach out to the customer again tomorrow morning if I have not heard back at that point.

Review: An order of 2 items was placed. When order arrived, only 1 item was in the box. 1 item, worth $70, was missing. No refund or reshipment given.

Order # [redacted]with Barneys.com was for 2 items: 1 [redacted](brand) brassiere and 1 Concealer, Cle de Peau brand (cosmetics). The 1 Concealer was missing from order shipment. I called customer service twice, each time they were unwilling to reship the missing item or issue a refund. I am therefore contesting the credit card charge.Desired Settlement: credit card refund

Business

Response:

I was able to reach out to the client and left a voicemail for her today 1.**.14 regarding her letter to the Revdex.com.

A chargeback for the item was received and approved on 12.**.13 and should post to the client's account within the next day or two at the most. Typically chargebacks can take 5-7 business days, however with the holidays there may be some delay in issuance via the cardholder's financial institution.

I am happy to speak with the client and can be reached directly at ###-###-#### at her convenience.

Thank you.

Review: I ordered two T-shirts on on Jul ** 2015 through Barney’s NY. However, only one item was shipped to me. They didn’t charge me for the other item neither did they provide the reason why the item was not shipped. After I received the T-Shirt, I found that the size does not fit me. So I filled out the return form and shipped it back to Barney’s NY. On Aug **, I received a package with the T-Shirt inside without any explanation or note. I had returned the item on time and it has never been worn and has the original tags. Therefore, I’m requesting a full credit of $735.00. The merchant has stated that the return product had stain on it; and they are in unsellable condition. Please see the attached pictures of the T-Shirt conditions. There is no stain and it is brand-new, unused, and unworn with the original tags attached. If you have any further questions, please don’t hesitate to contact me.Desired Settlement: Please double check the condition of the T-Shirt and issue a refund.

Consumer

Response:

At this time, I have not been contacted by Barneys New York regarding complaint ID [redacted].Sincerely,[redacted]

Review: I bought a pair of shoes from the above-mentioned store at the end of November 2012. The shoes are only appropriate for the summer and thus were on sale for US$ 269 excl sales tax. I could only wear the shoes from April 2013 onwards and have only done so for a limited number of times. I took great care of the shoes. Now the soles of the shoes ripped out of the leather sole, which is clearly a manufacturing fault. On account that 1. the shoes were only worn a limited number of times, 2. the shoes were worn and handled with great care and most importantly 3. merchandise at that price point should NOT break easily, I would like to receive money back. I went in the store and was, after a lengthy process, only offered a repair. I am sure, however, that the issue is not repairable at least not for the long-term.Desired Settlement: I would like to receive a refund for the item.

Business

Response:

An attempt to contact the customer was made on 8/*/13 at 10:40 AM. The voicemail inbox belonging to the customer appears to be inactive. I am happy to assist in this matter and should the customer wish to reach out directly, I can be contacted at ###-###-####.

A second attempt will be made to reach out again this afternoon.

Thank you.

Review: Barneys New York requested me to participate the survey regarding shopping experience from Barneys New York (Including Online Store) and promised me to give $50.00 as a thank me for my valuable time. So I did answer the survey which took so long to complete but I did my best to all the questions. However, there has been no update or gift card from Barneys New York for weeks since I participated the survey. I contacted Barneys but no response. I did contact again and finally got response from one of representatives from Barneys New York, Web Services. She apologized for the issue that I encountered and asked me to let her know my confirmed address that I want to receive the gift card. Therefore I emailed her back and let her know my confirmed address.

Since then, there has been nothing changed. I haven't received any gift card from them so far. I contacted Barneys to ask that Barneys has received my confirmed address, but no response again.

Barneys New York should keep their words. They shouldn't lie to customers. Also, if they want to improve their customer service, they should be honest to customers and responsible what they say.Desired Settlement: Sincere apology and the gift card that I supposed to receive long time ago.

Business

Response:

Dear [redacted],

I have corresponded via email and phone with [redacted]. We had a delay at our distribution center that required an additional address verification (incorrect zip code was submitted) and as such the package is still in transit and was at the time [redacted] had reached out. [redacted] has been reassured that her gift and gift card are on the way and we will be tracking to ensure delivery in the next couple of days.

Thank you.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

[redacted] from Barneys New York contacted me and explained there has been misunderstanding regarding my address.

One thing I'd like to make it clear is that Barneys sent only Gift Cards not "Gift and Gift Cards". The cards were sent via fedex envelopes safely.

Sincerely,

Review: Long story short I placed a order with this company, and had them ship it too me but when I got the package they had not shipped everythign too me. So I emailed them about it was told they would look in too it. Got a email back telling me that they would give me a refund on May [redacted] I have emailed them over and over again when the refund did not show up. Got another email yesterday tell me I should dispute it with my credit card such bad customer service very very RUDE! It's not my fault they did not ship everythign to me and if they did and if they really did ship everything and someone got in to the box before me they should take that up with FedEx NOT the paying custmer. I should not be put in the middle of this!!!!! Order #: [redacted] Order Reference #: [redacted]Desired Settlement: $225.55

Business

Response:

Good Afternoon,

We have reached out on several occasions via phone to the customer but receive a 'invalid number' response. Subsequently we have proceeded to issue a refund for the items that were not received and have forwarded an email stating such.

Review: I ordered a skirt from Barney's Warehouse and they sent it to me in the incorrect size on January [redacted] (after having charged my debit card on January [redacted]). I called customer service to complain, and was sent a ground shipping label (the absolute slowest of all shipping methods) in order to send the item back to them. I was kind enough to accept the ground shipping label, and not raise a stink over the fact that this return was because of their mistake, and the fact that my money should not be held by them any longer than it absolutely has to. The skirt was received back to their facility on February [redacted]. I have since spoken with four separate customer service representatives, some of whom said my refund was in progress, some of whom said it would take 7-10 days to get my refund, and some of whom had the nerve to tell me that they were just behind on their work due to backed up Christmas orders and SNOW DAYS.

It is now February [redacted], and there is still no refund in my bank account, nor has there been any satisfactory communication from the Barney's Warehouse customer service team. Barney's Warehouse has had a full three weeks since receiving the skirt back, and I have become extremely concerned that they are never going to refund my money at all.Desired Settlement: I want my money refunded to me for this skirt. Barney's Warehouse has now been holding on to money that does not belong to them for a full two weeks (and that is not counting the extra third full week in between charging my card and me having to ship back the skirt the same day I received it), and this is completely unacceptable.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I ordered a shirt online and it came WITHOUT THE LABEL inside of it, which is probably the most important part of the shirt, considering I bought it only because it was Balmain. I am so extremely disappointed that the shirt is damaged and wasn't checked before the company even put it for sale. I was so excited to receive it, now only to be deeply disappointed because the shirt is completely ruined. Why would you sell a shirt that is ruined? I have been shopping at Barney's for years now and I did not expect this awful experience. I am so disappointed in this situation and the way that Barney's sells their clothing.Desired Settlement: I would like a replacement of the shirt, as I did want it, but it needs to be in new condition with no damage and have its label.

Consumer

Response:

At this time, I have not been contacted by Barneys New York regarding complaint ID [redacted].Sincerely,[redacted]