Space and Prada-Miu Miu

Initial Business Response / [redacted] (1000, 6, 2015/06/05) */ To Whom It May Concern: We write in response to the complaint filed by Mr [redacted] with the Revdex.com (Case #XXXXXXXX) on May 27, PRADA USA Corp("PRADA") cannot accommodate Mr**'s requestMr**'s handbag has been in his possession since he purchased it in November Over four months later, after the handbag was worn, he visited PRADA's Cabazon, California outlet store (the "Outlet") stating that "something needed to be done"Solely as an accommodation to Mr [redacted] (who did not present a receipt for the handbag), PRADA sent his handbag to its repair labThe repair lab determined that Mr**'s handbag is not defective and that the condition it is in is due to wear and tearAs per PRADA's return policy, which Mr [redacted] was aware of, PRADA does not provide refundsFurthermore, PRADA does not provide an exchange or store credit for items that have been worn or that are returned more than days from the date of purchaseBelow is the account of PRADA USA Corp("PRADA") in regards to the aforementioned complaint At the end of April, 2015, Mr [redacted] and his wife visited the OutletThey spoke to the Assistant General Manager ("***") regarding a handbag that they stated they had purchased at the Outlet in November When asked whether they had a receipt, they stated they did not but showed the [redacted] a copy of their credit card statementThe handbag appeared wornMr [redacted] alleged that the handbag was defective and that "something needed to be done." The [redacted] reminded Mr [redacted] of PRADA's return policy for its outlets, which appears at the bottom of every sales receipt, and clearly states the following: "Items returned within days of purchase with a receipt and in original condition and packaging, are eligible for exchange or store credit at the PRADA outlet of original purchase or any other PRADA outlet within the United States....No returns or exchanges after daysNo refunds." The [redacted] further reminded Mr [redacted] that he was aware of our policy since he had signed the PRADA specific receipt which all customers are required to sign to acknowledge their understanding of the return policyMr [redacted] was not satisfied with this answer and continued to repeat his demand that "something" be done for him; he then requested to speak to someone elseThe General Manager (the "GM") then spoke with Mr** In speaking to the GM, Mr [redacted] continued to state that he was not satisfied with the bag, that the bag was defective and that something needed to be doneAs the [redacted] had done, the GM reiterated the return policy to Mr**However, Mr [redacted] was not satisfied and repeatedly said "no" while the GM was talkingHe made it clear that he was unwilling to accept the GM's response and refused to end the conversationTherefore, the GM continued to repeat the policy and explain that she could not provide him with an exchange or store credit since the bag appeared worn and was not defectiveShe continually reminded him that in accordance with PRADA's policy, the timeframe for an exchange or store credit had passedMr [redacted] was still unsatisfied and refused to leave the storeInstead, Mr [redacted] stared at the GM in silence for long periods without saying a wordFinally, to de-escalate the situation, the GM stated that while she did not believe the handbag could be repaired, she could, solely as an accommodation to Mr**, offer to send the handbag to PRADA's repair lab to see if they could attempt to repair the handbagThe GM explained that if Mr [redacted] agreed to have the bag sent to the repair lab, he should note that there is only one repair lab for PRADA in North America, and therefore, repairs can take up to several months to be completed and returned to the customerMr [redacted] contemplated the offer and eventually agreed to have the handbag sent for repairThe GM sent the handbag to the repair lab on April 28, Over the memorial day weekend, the handbag was returned to the Outlet from the repair labOn May 23, 2015, Mr [redacted] contacted the store asking about his bagThe GM explained to Mr [redacted] that as she suspected, the repair lab was unable to repair the handbag because it was not defective and instead, the condition it was in was due to wear and tearMr [redacted] became very angry and requested a refundThe GM reiterated the return policy to him and eventually upon Mr [redacted] confirming his home address, the GM shipped the handbag to him PRADA regrets that Mr [redacted] is dissatisfied with PRADA's efforts to accommodate him, however, in accordance with PRADA's return policy (of which Mr [redacted] was aware), and for the above described reasons, PRADA cannot accommodate Mr**'s request

Initial Business Response /* (1000, 6, 2015/06/05) */
To Whom It May Concern:
We write in response to the complaint filed by Mr. [redacted] with the Revdex.com (Case #XXXXXXXX) on May 27, 2015. PRADA USA Corp. ("PRADA") cannot accommodate Mr. **'s request. Mr. **'s handbag has been...

in his possession since he purchased it in November 2014. Over four months later, after the handbag was worn, he visited PRADA's Cabazon, California outlet store (the "Outlet") stating that "something needed to be done". Solely as an accommodation to Mr. ** (who did not present a receipt for the handbag), PRADA sent his handbag to its repair lab. The repair lab determined that Mr. **'s handbag is not defective and that the condition it is in is due to wear and tear. As per PRADA's return policy, which Mr. ** was aware of, PRADA does not provide refunds. Furthermore, PRADA does not provide an exchange or store credit for items that have been worn or that are returned more than 14 days from the date of purchase. Below is the account of PRADA USA Corp. ("PRADA") in regards to the aforementioned complaint.

At the end of April, 2015, Mr. ** and his wife visited the Outlet. They spoke to the Assistant General Manager ("[redacted]") regarding a handbag that they stated they had purchased at the Outlet in November 2014. When asked whether they had a receipt, they stated they did not but showed the [redacted] a copy of their credit card statement. The handbag appeared worn. Mr. ** alleged that the handbag was defective and that "something needed to be done." The [redacted] reminded Mr. ** of PRADA's return policy for its outlets, which appears at the bottom of every sales receipt, and clearly states the following: "Items returned within 14 days of purchase with a receipt and in original condition and packaging, are eligible for exchange or store credit at the PRADA outlet of original purchase or any other PRADA outlet within the United States....No returns or exchanges after 14 days. No refunds." The [redacted] further reminded Mr. ** that he was aware of our policy since he had signed the PRADA specific receipt which all customers are required to sign to acknowledge their understanding of the return policy. Mr. ** was not satisfied with this answer and continued to repeat his demand that "something" be done for him; he then requested to speak to someone else. The General Manager (the "GM") then spoke with Mr. **.
In speaking to the GM, Mr. ** continued to state that he was not satisfied with the bag, that the bag was defective and that something needed to be done. As the [redacted] had done, the GM reiterated the return policy to Mr. **. However, Mr. ** was not satisfied and repeatedly said "no" while the GM was talking. He made it clear that he was unwilling to accept the GM's response and refused to end the conversation. Therefore, the GM continued to repeat the policy and explain that she could not provide him with an exchange or store credit since the bag appeared worn and was not defective. She continually reminded him that in accordance with PRADA's policy, the timeframe for an exchange or store credit had passed. Mr. ** was still unsatisfied and refused to leave the store. Instead, Mr. ** stared at the GM in silence for long periods without saying a word. Finally, to de-escalate the situation, the GM stated that while she did not believe the handbag could be repaired, she could, solely as an accommodation to Mr. **, offer to send the handbag to PRADA's repair lab to see if they could attempt to repair the handbag. The GM explained that if Mr. ** agreed to have the bag sent to the repair lab, he should note that there is only one repair lab for PRADA in North America, and therefore, repairs can take up to several months to be completed and returned to the customer. Mr. ** contemplated the offer and eventually agreed to have the handbag sent for repair. The GM sent the handbag to the repair lab on April 28, 2015.
Over the memorial day weekend, the handbag was returned to the Outlet from the repair lab. On May 23, 2015, Mr. ** contacted the store asking about his bag. The GM explained to Mr. ** that as she suspected, the repair lab was unable to repair the handbag because it was not defective and instead, the condition it was in was due to wear and tear. Mr. ** became very angry and requested a refund. The GM reiterated the return policy to him and eventually upon Mr. ** confirming his home address, the GM shipped the handbag to him.
PRADA regrets that Mr. ** is dissatisfied with PRADA's efforts to accommodate him, however, in accordance with PRADA's return policy (of which Mr. ** was aware), and for the above described reasons, PRADA cannot accommodate Mr. **'s request.