Tahari Ltd.

The customer, [redacted], purchased a pair of shoes through [redacted] that soon became damaged. I contacted [redacted] and they were able to refund the customer. Please let me know if there is anything else I need to do or if you need any more information Thanks! [redacted]Elie Tahari...

Customer Service  [redacted] 
[redacted] Hi [redacted], The system showed that because of [redacted]’s restocking fee, but it wasn’t deducted. Here is a screen shot from their payment system showing the full refund.   You can also check with your credit card company to make sure the full refund was processed. Please let us know if there is anything else we can do for you. Thank you for your patience, [redacted]ET Customer Service  We've Received Your ReturnHi [redacted], Your return for order #[redacted] has been approved! You are being issued a refund of $61.50 to your original method of payment. For more information, view your return status or check out our FAQs. Return #: [redacted]Date: 01/**/2015 Billing Information:[redacted] 
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**  Refund Summary 
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I ordered several items online from Elie Tahari on 3/29/18. Two of the items I paid for were missing in the package so I contacted customer service - multiple times before I received a response. At that time I was informed that one of the items sold out. They have refused to send me the other item that I have already paid for, until I return the item that they accidentally included in my package that I did not order. Well I shouldn't have ever mentioned the extra shirt because now they will not send me the item I paid for (the one they forgot to send me) until I send them back the shirt that I didn't order (the one they accidentally included in my package). So 3 or more errors on the part of the company and they are holding my blouse hostage. I tried to be helpful and patient, and the customer service rep, Jesse Roque, sent the following snarky email response on 4/4/18:

"Unfortunately, this is not how our policy works. You have one of our styles and we are simply not going to give that style to you for free because we made an error. I understand this is an inconvenience for you and I do apologize but for you to think you can keep the incorrect style and not be charge is concerning and because of it, I will not be able to send the Kia item out until I see you have already sent the incorrect style to UPS by provide the tracking number they gave you when you dropped off the return."

I never suggested that I would keep the top they sent me in error. This individual sent several other rude emails. I paid for an item, the company made a mistake, and it's their responsibility to fix it. I've purchased several thousand dollars worth of merchandise from this company over the past month. How many thousands of dollars does a person have to spend to get a little consideration? I am not asking for anything extraordinary- just the shirt that I paid. I have, and always have had, every intention of returning the item they accidentally sent me (otherwise I would not have mentioned it - correct?) Do not punish your customer for your error and when the customer is acting in good faith and trying to be helpful. I did not have to tell you about the extra shirt. I am erring on the side of never shopping here again because of this experience, particularly the agent's unprofessional and derogatory communications, and the general lack of responsiveness from the company.

Desired settlement: Send me the item I paid for, the Kia blouse, XS in Antique, via overnight shipping. I will return the item sent to me in error once I receive the item I paid for. ALTERNATIVELY you may cancel my order and I will assume Elie Tahari is no longer interested in keeping me as a customer.

Review: I made an online purchase from [redacted] Tahari in March 2014 (invoice date 3/**/14). I sent the package back to [redacted] Tahari a few days after receiving the items, clearly within the 14 day return policy. However, 2 months later on 5/**/14, I received the package back from [redacted] Tahari with a note that the return was outside the 14 day policy. I called [redacted] Tahari's customer service line on 5/**/14 explaining that I had sent the package back within the 14 day time frame. The rep I spoke to ([redacted]), indicated that he would check with the warehouse. The warehouse was closed that night and he said he would give me a call back the next day. I never received that call back nor a voicemail. I followed up a couple of weeks later and spoke to another rep (I believe his name is [redacted]) and rehashed my same concern. He had the same response, that he would check with the warehouse. I again did not hear back. I followed up for a third time on 6/**/14 and spoke to [redacted]. She told me that the notes from the return department/warehouse were "unclear" but that it seems they received the package outside the 14 day time frame.I certainly sent the package back just a few days after having received it so as far as I could control it, it was definitely within the 14 day time frame. The fact that [redacted] Tahari did not receive it on time must be a result of a flaw in the USPS service or the warehouse/return department. However, I am being penalized as the customer. Moreover, its unacceptable that they refused my return and then did not send me back the package until 2 months later. I would also like to express that I received poor customer service and attitude along the way although that is not my primary complaint. I am filing this complaint because it is unjust for [redacted] Tahari to penalize their customer for a flaw in their return process.Desired Settlement: I would like [redacted] Tahari to process a refund on my order ([redacted])

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: on 3/**/14 I purchased these shoes on [redacted]. After I wore it the 1st time it ripped a bit on the stitch. I just fixed it and it was fine. The next time I wore it a few month ago. Got the same problem but now it's much worse: it's a huge rip right on the middle of the shoe. I did take it to the shoemaker but he said that nothing can be done as it's most likely some manufacture defect. I really have no idea how it just appears on the shoe. [redacted] said that nothing they can do since I wore it. It has to be some manufacture defect and told me to contact Elie Tahari customer service (I actually totally agree with them). I did. They asked me to provide them pictures and they will either fix it or send me the new one. I sent the pictures and told them that don't want money back. I love the shoes and that's what I want. After some time they came back to me saying that nothing can be done since I purchased shoes from another place not directly from them. Whatever I emailed after - never responded. I'm stuck with defected shoes which are no good anymore and I wore them just 2 times (!!!!). I understand that they are not direct seller but aren't they supposed to be responsible for their products. [redacted] is just a distributor I really can't say anything to them about the quality of the product. Please help me to resolve this problem. YOU ARE MY LAST HOPE. Thanking you in advance!Desired Settlement: to get a new pair of shoes or $123.00 so I can by new one

Business

Response:

The customer, [redacted], purchased a pair of shoes through [redacted] that soon became damaged. I contacted [redacted] and they were able to refund the customer. Please let me know if there is anything else I need to do or if you need any more information Thanks! [redacted]Elie Tahari Customer Service [redacted] Hi [redacted], The system showed that because of [redacted]’s restocking fee, but it wasn’t deducted. Here is a screen shot from their payment system showing the full refund. You can also check with your credit card company to make sure the full refund was processed. Please let us know if there is anything else we can do for you. Thank you for your patience, [redacted]ET Customer Service We've Received Your ReturnHi [redacted], Your return for order #[redacted] has been approved! You are being issued a refund of $61.50 to your original method of payment. For more information, view your return status or check out our FAQs. Return #: [redacted]Date: 01/**/2015 Billing Information:[redacted]

** Refund Summary