Hirshleifers Inc.

Ihis is in response to the above-referenced complaint filed by *** *** *** sought to return/exchange a Chanel handbag that he had purchased from us, but the return/exchange was not taken because the handbag had clearly been used and was not in a condition where we could restock and then
resell itThe handbag had smudges on it, scratches under the flap, brown cosmetics stains throughout it, the lining was dirty and the price tag had been removed from the chainBoth *** *** and the woman who was with him when he sought to return the handbag admitted that they had used the bag, and he asked our *** and *** ***, both who were present, if we could just clean the bagWe told him that the bag could not be made to look new and so we could not take it backOur store policy, prominently displayed throughout the store, and on the sales slip that *** *** signed, states that we accept return of only those products that are in original conditionIt was because the handbag was not in original condition that we did not accept its returnIt should also be noted that our Chanel handbags are in very high demand, and that if this were in new condition when it was brought back to us, we would have happily taken it back
*** ** ***

I purchased a pair of SAINT LAURENT Black Opyum 110 Patent Leather Pumps from the company Farfetch. Farfetch partners with Hirshleifers and this store is where the shoes came from. I received a pair of mix-matched size 8.5 and 8 (as pictured below) on 11/8/18 and reported the issue to Farfetch. Farfetch, in turn, communicated this to Hirshleifers on 11/8/18, this weekend Monday and today (11/13/18). To date, Hirshleifers has not responded and according to Farfetch they Hirshleifers has 2 business days in order to respond. I contacted Hirshleifers myself and was advised by an associate that they have a special "team" that deals with Farfetch and handles these types of transactions. Clearly, this is going nowhere, Farfetch needs a better system (only able to communicate via email vs phone, as per the cacamammy they're feeding me) and Hirshleifers should be able to help out since the order came from their store!
Understandable however it was a store associate who callously not only packed but shipped the wrong sizes. The store associate did not care to take down my information, forward to a manager and rectify it. I may not be a customer physically in store but I'm a customer nonetheless. What type of customer service is this? Disgusting!
DSW shoe stores are adamant about checking the shoe size before the customer purchases and they're not even a luxury brand store!
after reading these negative reviews from Hirshleifers I wish i'd known ahead of time, I wouldn't have gone through with the purchase.

I have ordered a pair of SAINT LAURENT Black Opyum 110 Patent Leather Pumps size 8.5 from Farfetch. Farfetch partners with Hirshleifers and Hirshleifers is the company that packed and shipped the mix-matched pair of shoes as pictured below. I reported the issue 11/8/18 to Farfetch who in turn forwarded the message to Hirshleifers the same day. Farfetch allows for 2 business days for Hirshleifers to respond. They have not (i spoke with Farfetch this weekend and today 11/13/18), and upon reading these reviews I wish I had known Hirshleifers was going to supply the shoes ahead of time as they have extremely poor customer service. I even called Hirshleifers and spoke to an associate who in turn told me they don't handle transactions from Farfetch and that a special "team" does and refused to help. I don't care that they don't handle these transactions and understand, however, an associate from their store erroneously not only packed but shipped a size 8.5 & 8.! Where is the customer service? I may not be a customer purchasing from the actual store but clearly, their treatment of customers is TRASH. My information should've been taken down and looked into so that they rectify this issue because it is their FAULT.
Even the department store DSW is adamant about checking to make sure shoes are the correct size!
Yet Hirshleifers is a luxury brand store? Disgusted isn't the word.

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:

[Your Answer Here]
The bag is new and never worn. No stains or scratches. 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,[redacted]

On October ** 2015, I walked in Hirshleifer's, Inc store [redacted] very excited to purchase my first pair of louboutin. As I walked in the store I've realized NO ONE and I mean NO ONE greeted me, my first instinct was to walk out. However I decided to keep walking as I'm walking I see store associates conversing with each other. While looking around, I've witness other customers who came in after me was greeted IMMEDIATELY which was an insult to me. I then approach a young lady by the of name of Nikki who I had ask her for some assistance. I then asked her politely to see style 3150748 PIGALLE FOLIES size 8, which took about 5 five to 8 minutes. As she makes her way back I've tried to initiate a conversation, which she was very short with me. As I try the shoes on that's when I've notice the shoes isn't true to its size. I requested another size up which took another 5 minutes before I got them back to try on. While trying on the shoes I then tried again to initiate another conversation and express that the shoes are very close can I get another size she stated if I do they will be very big in the back but what she can stretch them for me for me to feel the difference which was done. I decided to purchase the shoes. I did give her my payment of choice which was my credit card along with my ID again that took another 10 to 15 minutes before she came back. Once she came back I informed her that my name was misspelled which she said "oh that's ok".. and never tried to change it. To add insult to injury she explain the return policy to me after I sign my receipt and then as I'm walking out the store ask me what I like something to drink which I politely declined.

This is to advise that this matter has been resolved.
We have been in communication with the client, and are refunding him the purchase price of the handbag.  We have also expressed our sincere apologies for the inconvenience to...

him.
Thank you.
[redacted]

On October ** 2015, I walked in Hirshleifer's, Inc store [redacted] very excited to purchase my first pair of louboutin. As I walked in the store I've realized NO ONE and I mean NO ONE greeted me, my first instinct was to walk out. However I decided to keep walking as I'm walking I see store associates conversing with each other. While looking around, I've witness other customers who came in after me was greeted IMMEDIATELY which was an insult to me. I then approach a young lady by the of name of Nikki who I had ask her for some assistance. I then asked her politely to see style 3150748 PIGALLE FOLIES size 8, which took about 5 five to 8 minutes. As she makes her way back I've tried to initiate a conversation, which she was very short with me. As I try the shoes on that's when I've notice the shoes isn't true to its size. I requested another size up which took another 5 minutes before I got them back to try on. While trying on the shoes I then tried again to initiate another conversation and express that the shoes are very close can I get another size she stated if I do they will be very big in the back but what she can stretch them for me for me to feel the difference which was done. I decided to purchase the shoes. I did give her my payment of choice which was my credit card along with my ID again that took another 10 to 15 minutes before she came back. Once she came back I informed her that my name was misspelled which she said "oh that's ok".. and never tried to change it. To add insult to injury she explain the return policy to me after I sign my receipt and then as I'm walking out the store ask me what I like something to drink which I politely declined.

Review: Hirshleifers is running a REWARD PROGRAM, 1 stamp per $750 purchase,10 stamps you get $500 store credit. In November 2012, I ordered Chanel shoes which cost $625. I didn't get any stamp for it because its under 750.I specifically ordered size 6.5,they sent me size 5.5 I also ordered a celine mini luggage bag $2700.They gave me 3 stamps.At this time, I preordered a Chanel handbag $5300 (half was charge to my AMEX card since this is their policy regarding Pre order items). When I got the shoes,they were too small,no one in my family could wear it. I did return the shoes and they don't refund the money,instead they gave me a STORE CREDIT. When the Chanel bag came in February, the charged me the remaining balance,minus the store credit. However they do not want to give me the 7 stamps (750 x 7=$5250 which was the total purchase price of the chanel bag $5300) because they want to deduct the $625 credit from the shoes (which is basically a pre-pay) and I didn't get any stamp for the shoes to begin with. So I talked to Penny over the phone a month ago, and she apologized and said that they made the mistake and she will take care of it. Today, I went to hirshleifers to use the $500 store credit, the sales associate said I only have 9 stamps, I asked for the manager,her name is [redacted], and I explained to her as well what the situation was,and she just said NO,you have to spend another $750 at the store to get the 1 stamp and complete the booklet (10 stamps). Bottom line is I spent $8000 in the store, to get 10 stamps you need to spend $7500... They refuse to honor this reward program they have and make totally simple situations complicated to get away with the $500 store creditDesired Settlement: they should give me the $500 store credit because I spent $8000 in their store. First purchase was for 2700 and second purchase 5300 for the chanel handbag. Its very simple math and mind you,the chanel product I had to pre pay so its not like I didn't give any money in advance before I got the item.

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: To whom it may concern:

On December **, 2013, my boyfriend shopped in Hirshleifer for a Chanel bag as my birthday present. It was initially sent to a friend's house in New Jersey via UPS and hand delivered by my friend to me in its sealed original shipping box. The bag that he purchased wasn't the ideal Chanel bag that I would liked so I went back to the store to do an exchange. I was taken care of by the same sales associate that helped my boyfriend. I was introduced by the classic jumbo black flip bag which I liked. She also acknowledged that the bag was least liked by women and was surprised that he would purchased it. The exchange failed during that time because I brought the bag in without the black Chanel box that comes with the bag. I returned to Hirshleifer an hour later with the box. The [redacted] later took the bag that I originally purchased away from me and came back stated that it was used. I was very surprised by her false accusation against me. She stated that there was "lotion stain" inside the bag which is unnoticeable to me until you would flash a light on it and dusts inside the pockets. I explained that the bag has never been worn and it came in the condition it was delivered. I asked for a solution towards the matter and she unprofessionally advised to sell the bag on eBay. The [redacted] presented to us in a manner that was rude, unprofessional and arrogant. I wondered the reason that the bag was refused to be allowed to exchange because it was least liked by customers and since Hirshleifer privately owned Chanel, it was a hassle to return the unwanted bag back to Chanel headquarters. A high standards of customer service that Chanel ensures that their customers would received is not provided neither by the [redacted] or Hirshleifer. The way how we were being treated by the [redacted] was unacceptable and intolerable. She is destroying Chanel's high standards of reputation. If there can't come to a point of mutual agreement towards this complaint, I would take this to the attention of consumer affairs and Chanel Headquarters.

Hirshleifer's Chanel

Phone# ###-###-####

Invoice# [redacted]

Account#[redacted]

Sales Representative: [redacted]

Item I purchased: HB "timeless cc soft" iridescent graine black $3100

I shall be advised in a prompt timely manner.

Business

Response:

This is to advise that this matter has been resolved.

We have been in communication with the client, and are refunding him the purchase price of the handbag. We have also expressed our sincere apologies for the inconvenience to him.

Thank you.

Review: I bought a brand new bag from this company the day before Christmas for my girlfriend. The bag was too small for her and she wanted to exchange it at the store on January * 2015. The expiration date for the refund is January *, 2015. The two managers from this store was extremely rude and didn't even gave us a chance to exchange or return the bag. The bag is in brand new condition and never worn. They wouldn't even give us a chance to explain our reason for exchange. The [redacted] and another [redacted] said there was smudges. I have the bag in my hand and pictures as well. There were no smudges. We were very polite and walked out the store feeling like we were scammed. Later in the day I asked a few associates that works in Americana, they were not surprised that this particular store responds in this kind of matter. I have pictures and all the packaging materials for this bag. Please respond to this matter and let me know the solution. Thank you.Desired Settlement: We would like our item exchanged or if even better refunded. I highly dislike the management in this business.

Business

Response:

Ihis is in response to the above-referenced complaint filed by [redacted]. [redacted] sought to return/exchange a Chanel handbag that he had purchased from us, but the return/exchange was not taken because the handbag had clearly been used and was not in a condition where we could restock and then resell it. The handbag had smudges on it, scratches under the flap, brown cosmetics stains throughout it, the lining was dirty and the price tag had been removed from the chain. Both [redacted] and the woman who was with him when he sought to return the handbag admitted that they had used the bag, and he asked our [redacted] and [redacted], both who were present, if we could just clean the bag. We told him that the bag could not be made to look new and so we could not take it back. Our store policy, prominently displayed throughout the store, and on the sales slip that [redacted] signed, states that we accept return of only those products that are in original condition. It was because the handbag was not in original condition that we did not accept its return. It should also be noted that our Chanel handbags are in very high demand, and that if this were in new condition when it was brought back to us, we would have happily taken it back.

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]

The bag is new and never worn. No stains or scratches.

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

Sincerely,