MR PORTER

To whom it may concern, We apologize for any inconvenience caused by the cancellation of your four most recent order #’s .***, .***, .***, and .***Unmentioned in this complaint is the original (fifth) order for the same Balenciaga sneakers, order # .***This original order was first placed on and delivered on This order was then returned as an exchange for a smaller size, which we successfully re-shipped on As multiple orders for the same item were placed again within a short time frame, all going to the same shipping address, these additional orders were flagged for investigation by our online security teamInconsistencies were then found across the multiple orders and in an effort to protect our consumers and banking partners from potentially compromised account activity, the subsequent four orders were cancelledThese orders were never billed or invoiced to the customerAny [redacted] funds that were pre-authorized for payment would typically be released back to the customer (from [redacted] ) within – business daysAgain, we apologize for any inconvenience this proactive protection may have causedThe specific inconsistencies found across the five orders include: Three separate customer accounts created / used Two different email addresses used Three different customer names used Multiple payment cards and one [redacted] account, with different customer names, were used across the five orders Multiple IP addresses were found to be used for the different orders, most of which originated from [redacted] and not [redacted] MR PORTER reserves the right to restrict multiple quantities of an item being shipped to any one customer or postal addressPlease visit the following web address for detailed information about MR PORTER’s “Eligibility to Purchase.” http://www.mrporter.com/Help/TermsAndConditions#

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:
[Your Answer Here]
This is a very poor responseThere was no "failure" to mention order number ***I did NOT mention order number ***, because it was NOT my orderIt was my brothers orderAs I stated in my original email, he referred me to your company. I only made a different account, and tried a different method of payment after after my 3rd attempt to place an order, and your Customer Care representatives continuously blaming my bankI changed the name on the account after speaking with the supervisor, and did not want my information in your systemThat is the only reason the accounts have different names on themYou have not acknowledged what your company will do to better address these issues in the futureYour billing department could have called to authorize payment before canceling my orderYour customer Care blamed my bank when it was not my bankWill coaching be provided to the representatives and the assisting Supervisor on how to answer these questions moving forward? Ignorance of an answer should not be an opportunity to lie to the CustomerAgain, Customer Care continuously told me it was my bankI knew it was not my bank because I was able to complete my order directly from the *** website after I gave up with your companyHad someone simply said, "I'm sorry *** ***, we see an order for the same shoes were placed under a different account, and are being sent to the same residence" I could have advised "oh, that's my brother *** ***, he's ordering a pair for himselfI saw his and liked them, and I'm ordering a pair as a gift with my own funds." Will two different people with the same billing address not be able to place an order with your company for the same item? All in all, I would really like to know that your company willContact customers when canceling orders (email, phone call, text) Better educate your representatives on how to answer questions for similar billing issuesie.; If it's not the bank- don't blame the bankProvide a better process for verification before cancelling orders that different persons from the same household are attempting to orderPlease take these improvements into consideration
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

To whom it may concern, We apologize for any inconvenience caused by the cancellation of your four most recent order #’s ….[redacted], ….[redacted], ….[redacted], and ….[redacted]. Unmentioned in this complaint is the...

original (fifth) order for the same Balenciaga sneakers, order # ….[redacted]. This original order was first placed on 3/**/2015 and delivered on 3/**/2015. This order was then returned as an exchange for a smaller size, which we successfully re-shipped on 4/*/2015 and delivered on 4/*/2015. As multiple orders for the same item were placed again within a short time frame, all going to the same shipping address, these additional orders were flagged for investigation by our online security team. Inconsistencies were then found across the multiple orders and in an effort to protect our consumers and banking partners from potentially compromised account activity, the subsequent four orders were cancelled. These orders were never billed or invoiced to the customer. Any [redacted] funds that were pre-authorized for payment would typically be released back to the customer (from [redacted]) within 5 – 10 business days. Again, we apologize for any inconvenience this proactive protection may have caused. The specific inconsistencies found across the five orders include: 1. Three separate customer accounts created / used 2. Two different email addresses used 3. Three different customer names used 4. Multiple payment cards and one [redacted] account, with different customer names, were used across the five orders 5. Multiple IP addresses were found to be used for the different orders, most of which originated from [redacted] and not [redacted] MR PORTER reserves the right to restrict multiple quantities of an item being shipped to any one customer or postal address. Please visit the following web address for detailed information about MR PORTER’s “Eligibility to Purchase.” http://www.mrporter.com/Help/TermsAndConditions#2

Review: I placed a total of 4 orders with [redacted], for the same Balenciaga sneaker. Order numbers: #[redacted], #[redacted], #[redacted], and #[redacted]. Each order was canceled, and I was not notified at any point. I only found the first order was canceled after I emailed [redacted] customer care, and was advised they were unable to authorize the payment. I immediately contacted my bank to find out why, and they had no record of the transaction. I called [redacted] again, and placed my order over the phone with a representative. An hour later I checked the status and it was canceled. I was never notified. I called my bank again and was advised they authorized the payment, but [redacted] reversed the payment. I created a new acct on [redacted], just to be sure there was no issue with the account I created. Same issue order canceled after an hour, and I was told to contact my bank. I then tried processing the payment through my [redacted] account. [redacted] authorized the charge and the payment is currently still pending, even after [redacted] canceled my order. I also contacted my original method of payment [redacted] bank, and they asked if I could obtain more information regarding the reject/authorization denial [redacted]s finance department was receiving. I called [redacted] and the representative attempted to give me the same canned answer of check with your bank, even though I told her I called my bank after each order was canceled. I escalated the call to the supervisor who tried to talk a long drawn out answer, but made no effort to find out why their company might be reversing the charges. She again blamed my bank. I called [redacted] and asked was the charge still pending and explained my issue. The [redacted] representative offered to call [redacted] with me on a conferenced call. The [redacted] representative said per their policy, she could not speak to any third parties even with me being on the line. My issue here is the customer service. You tell me to contact my bank, and try to place the order again. I did everything asked by [redacted] and yet I still have no completed information, or idea why your company is reversing my charges. Rather than your representatives doing their due diligence, they pass the buck/blame my financial institution. When my financial institution called to assist with the issue, they are shunned away. I would also like the billing issue researched. What information is missing or incorrect that would cause your finance department to reverse payment when the $575 charge is clearly pending on my account. Especially when the funds are available. I have a screen capture of the pending payment. I was recommend to [redacted] by my brother because of the fast shipping, but I am very disappointed with the lack of service. I'm sure my purchase is small in comparison to others you may receive, but all consumers should be important to the business.Desired Settlement: Please advise the root of the billing issue without blaming my financial institution. I would like to know why your company reversed the payments. Please implement better customer service practices. The representatives I spoke with were apologetic, but not helpful or resourceful.

Business

Response:

To whom it may concern, We apologize for any inconvenience caused by the cancellation of your four most recent order #’s ….[redacted], ….[redacted], ….[redacted], and ….[redacted]. Unmentioned in this complaint is the original (fifth) order for the same Balenciaga sneakers, order # ….[redacted]. This original order was first placed on 3/**/2015 and delivered on 3/**/2015. This order was then returned as an exchange for a smaller size, which we successfully re-shipped on 4/*/2015 and delivered on 4/*/2015. As multiple orders for the same item were placed again within a short time frame, all going to the same shipping address, these additional orders were flagged for investigation by our online security team. Inconsistencies were then found across the multiple orders and in an effort to protect our consumers and banking partners from potentially compromised account activity, the subsequent four orders were cancelled. These orders were never billed or invoiced to the customer. Any [redacted] funds that were pre-authorized for payment would typically be released back to the customer (from [redacted]) within 5 – 10 business days. Again, we apologize for any inconvenience this proactive protection may have caused. The specific inconsistencies found across the five orders include: 1. Three separate customer accounts created / used 2. Two different email addresses used 3. Three different customer names used 4. Multiple payment cards and one [redacted] account, with different customer names, were used across the five orders 5. Multiple IP addresses were found to be used for the different orders, most of which originated from [redacted] and not [redacted] MR PORTER reserves the right to restrict multiple quantities of an item being shipped to any one customer or postal address. Please visit the following web address for detailed information about MR PORTER’s “Eligibility to Purchase.” http://www.mrporter.com/Help/TermsAndConditions#2

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]

This is a very poor response. There was no "failure" to mention order number [redacted]. I did NOT mention order number [redacted], because it was NOT my order. It was my brothers order. As I stated in my original email, he referred me to your company. I only made a different account, and tried a different method of payment after after my 3rd attempt to place an order, and your Customer Care representatives continuously blaming my bank. I changed the name on the account after speaking with the supervisor, and did not want my information in your system. That is the only reason the accounts have different names on them. You have not acknowledged what your company will do to better address these issues in the future. Your billing department could have called to authorize payment before canceling my order. Your customer Care blamed my bank when it was not my bank. Will coaching be provided to the representatives and the assisting Supervisor on how to answer these questions moving forward? Ignorance of an answer should not be an opportunity to lie to the Customer. Again, Customer Care continuously told me it was my bank. I knew it was not my bank because I was able to complete my order directly from the [redacted] website after I gave up with your company. Had someone simply said, "I'm sorry [redacted], we see an order for the same shoes were placed under a different account, and are being sent to the same residence" I could have advised "oh, that's my brother [redacted], he's ordering a pair for himself. I saw his and liked them, and I'm ordering a pair as a gift with my own funds." Will two different people with the same billing address not be able to place an order with your company for the same item? All in all, I would really like to know that your company will1. Contact customers when canceling orders (email, phone call, text) 2. Better educate your representatives on how to answer questions for similar billing issues. ie.; If it's not the bank- don't blame the bank3. Provide a better process for verification before cancelling orders that different persons from the same household are attempting to order. Please take these improvements into consideration.

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

Sincerely,

Review: I unfortunately purchased a $2,450 Parabellum bag from [redacted] on Tuesday, September *. I made the purchase online at 5:15 pm est. According to their website, if the customer orders by 5:30 pm eastern standard time, the package can be shipped priority overnight for a $20 fee. I paid the $20 and expected the briefcase to be delivered on Wednesday, September **. At 8:15 pm on September *, I confirmed with a customer service rep that my package would be sent out. However, it was never sent. Thus, I did not receive it on September ** as guaranteed. So on September **, I spoke with numerous customer service representatives from [redacted]. I was told that they would send my briefcase out priority overnight so I would receive it by 10:30 am on September **. I was ensured numerous times that this would occur. Around 5 pm on September **, I received the tracking link for UPS. According to the link, my package was scheduled to be delivered on September ** but not until end of day. It was not going to be delivered by 10:30 am as promised by [redacted]. Thursday morning came and the package was not delivered as guaranteed, so [redacted] recalled the delivery. [redacted] is the worst run organization on the planet.Desired Settlement: I want two resolutions. First, I want to make sure I receive my refund of $2,470. [redacted] is not a reputable company so I do not trust them. Second, I wanted to file a complaint so no one ever orders from them again. For the good of society, [redacted] needs to go out of business.